A Bruise in Apple's Reputation

According to a recent MSNBC.com article, some believe that Apple’s stellar service is failing to keep up with its rapid growth. Apple’s Mac computers are growing three times as fast at the overall PC market. The iPod is burying competition and the iPhone is the one of the most sought after products in the wireless industry. MSNBC.com reports that as Apple pulls in millions more customers with different kinds of products, it’s getting harder to keep them all happy.

The company has become a case study in the challenges of taking a loved brand with a devoted clientele and broadening its share of the computer market and venturing into new businesses. The customer base is becoming larger and more diverse, and therefore harder to satisfy as a whole. While Apple stays at the top of the computer-customer service satisfaction studies, MSNBC.com reports that for the first time since 2001, Apple is slipped few points. It is important to stress that the findings of the report maintain Apple is still at the top.

Following the controversy surrounding the iPhone pricing issues and restrictions, some people have posted heated entries on Apple-related blogs. Complaints have also risen from supposedly unhelpful store employees and call-center representatives. The recent criticism may be due to the hype surrounding the recent product launches, but it is difficult to weigh their complaints against those directed at the rival organizations. Though Apple may have dropped a few points on customer satisfaction survey, they are still in the lead by a large margin. Having used an Apple and PC, I can say that I have never had the types of problems with my Mac like the problems I had with my PC.

In contrast, Apple reports that their customer satisfaction surveys have shown a rise in the past year. The company says that they’ve invested a lot to become #1 with their phone support lines and 185 Apple stores. MSNBC.com suggests that small cracks in Apple’s pristine reputation can be a sign of a larger problem. For example, Dell shoppers complained about service problems for years before the PC maker’s market share began to drop. Apple’s problems are more noticeable because of the high bar they’ve set for themselves. The devoted fans of Apple will remain loyal as long as the company continues to roll out superior, stylish products. I project that more PC users will switch to Macs as they continue to buy iPods and iPhones. As for the service issue, the products that Apple manufactures have fewer problems than competitors, and as long as people are getting a great product, they will forgive Apple for small service issues.


Source: http://www.msnbc.msn.com/id/21269419/