Retail Marketing - Shopping Center Marketing

Everyone else in the store seemed so engaged—I felt like an outsider who didn’t know how to get involved.

That was Phil’s reaction to his first visit to an Apple store. He made the comment when I was touting the customer experience at Apples stores during a recent speaking engagement.

Apple must have been listening. Recently they have added two new twists to what is already an exceptionally engaging customer experience. Now when you walk into the store you are likely to be greeted by a concierge wearing a distinctive blue shirt. The concierge’s role is to help people like Phil feel welcome and get them pointed in the right direction.

[Full Story by John I. Todor at Customer Think]