≡ Online Shopping Excellence: Apple
It’s the week before Christmas, and the stores are packed with people, looking for the right presents for their family and friends. Parking is a nightmare and slots in and around the shopping malls are hard to find. And once inside, the line-ups for service in especially the electronics departments and shops, are nearly a dozen deep. And the choice is getting limited.
Frustrated and empty handed, I went online to make my purchases instead. I decided that despite the pricy price tag, there would be an i-Pod Touch or two under our Christmas tree this year. So I logged in to the store at Apple.com.
My first surprise was the choice. I could choose everything they had and they promised delivery before Christmas. At no extra charge.
“Sure,” I thought to myself with suspicion. “That’s never going to happen.”
Next, they offered to engrave my purchases with whatever personalized slogans I wanted on up to 2 lines. I tried a few different ones, and found that both the first name and last name fit perfectly on the first line, with enough room for a nice saying on the 2nd line.
And then they offered a special Apple gift wrapping service — complete with a card that I could either personalize online, or they would supply it to me blank.
“Wow!,” I thought to myself. “A personalized iPod Touch, already wrapped, complete with a card, in time for Christmas! This is great, if it all pans out the way they say it will.”
So I made the purchase and got my confirmation mail stating that my purchases would be delivered within 3 to 5 days of the purchase.
“We’ll see about that,” I said to myself, fingers crossed. I hope they’ll be here by Christmas.
About 20 minutes lates, I got another surprise: a 2nd confirmation email saying my shipment was on its way and would be delivered within 1 to 2 days.
“Right,” I thought to myself. “This must be a mistake. Nothing happens this quickly.”
But at Apple, it does. This morning, my package arrived, having been dispatched from the Netherlands! My purchases are neatly wrapped (I haven’t opened them to see if they’ve really been personalized) but the entire process was much easier than buying in a crowded store.
The online shop was filled with everything I needed to know about the iPod, together with comparisons, a multitude of images and a delivery chart that clearly shows that most of their products, including personalised ones, will be delivered to a non-post box address if ordered before a certain date. In the USA, that date is December 21st. In Luxembourg, it is tomorrow at midnight.
Apple has always been exceptional with their design, advertising and products. Exceptional is how they can also describe their online shopping experience.
I can’t wait to tell all my friends.
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December 17th, 2007 at 6:15 pm
Finding out about your Apple experience really tempted me to order that latest glossy super-class toy as Christmas approaches. Time is even tighter than the parking spots in this country, not to mention those dazzling, smiling faces that bring service we’re so used to…(NOT)
What better idea than to surf the net in quest of THE object which will be the surpise under the Christmas tree.
I recently made an order from the online store for dog lovers at Cesar Millan Inc, known to all as the Dog Whisperer. Here’s where the online system falls down. They did their job perfectly, however when it got to the post office in Luxembourg, it took the letter carriers one week before I got the package. I am, of course, still waiting for an explanation from the Luxembourg P & T.
It also reminds me of a birthday order I made to the UK for some golf clubs and found the package in a 3-day delivery right in front of the door. Lucky this is Luxembourg and contrary to social control, people pay no attention to this kind of stuff which could have disappeared during the day. Lucky I came in first to hide the present!!!
But all is not bad in Luxembourg: getting some money “out of the wall” as we say, a man ran 2 streets behind me with his kid on the shoulders to give me the money I had forgotten to take out and had only put my credit card back in the wallet.
December 17th, 2007 at 6:44 pm
I have never had such great customer service before. If everyone follows Apple’s lead and follow through, we will be very satisfied customers, indeed.
You can set up systems internally, but we all need to rely on 3rd parties at some point along the way. Your P&T experience is a case in point. Poor delivery makes for very frustrated consumers. And frustrated consumers don’t like repeat performances!!!
c.
December 18th, 2007 at 12:31 pm
Mir bleiben och wat mir sinn
With a smirk on the face we used to imitate the Luxembourgish accent on the way they were and wanted to remain, and with progress we have assimilated with the locals and don’t want the country to change.
Apart from the inevitable extension, people used to leave their doors open with no fear. That all has changed. You had better be aware when someone rings the doorbell with the excuse of a broken-down car or inquiries as to whether or not you sell sheep (I’‘m living mid-town!). Intruders these days break into your house, beat you and take your belongings, fleeing to a neighbour country.
Did borders ever prevent Europe from becoming united ?
Red Pen
February 18th, 2008 at 4:30 pm
Very impressive!
http://www.spymac.com/details/?2343566
February 20th, 2008 at 4:13 pm
Apple is really the best, go Steve jobs
April 29th, 2008 at 1:30 am
I also had the same experience with Apple. Why would you go through the hassle of parking lot struggles and crowds when the online store experience can be that positive? I ordered it with express delivery and to my amazement, it showed up on time the next day. I’ve actually had a similar experience with zappos ordering women’s shoes online. I had to return them and get the next size up. They provide free shipping both ways. With the price of gas constantly rising, a lot more consumers are going to opt to shop this way.
My 2 Cents
Steve
November 7th, 2008 at 5:11 pm
I’d be surprised if Apple did not have such responsive customer service, or rather, order processing and fulfillment: after all, they charge a premium (justified, arguably) for their products and they have a small product line (maybe 30 items?).
Amazon.com, *the* online shopping site, is more impressive if only because they carry 7 to 8 orders of magnitude more products (several million items). They’re fast, and they handle returns and problems well. Not to mention the ever-useful reviews on Amazon; check out our site Pickii if you use reviews for your shopping.
December 6th, 2008 at 4:06 pm
Apple are a great company with amazing products and i have to say that I agree, they bend over backwards to help you. I’ve never shopped online with them but in their stores their staff are always so helpful - it puts other shops to shame!
February 3rd, 2009 at 7:55 pm
Online shopping is turning out to be more comfortable than having to go to stores packed with people and finding that what you had decided to purchase is out of stock. Online shopping has not only turned reliable but there are lots of coupons you can use to buy gifts or accessories or whatever at reduced prices and some come with free shipping. Regarding shopping online for Apple products, they have to live up to their name and provide the best service.
February 5th, 2009 at 9:30 am
I also bought my girlfried an Ipod Touch a week before Christmas. She got the packaged on the 23nd. They really make sure that their customers would be happy with their service and the gift was just in time for Christmas.
February 19th, 2009 at 6:02 am
Online shopping is becoming a Pleasing experience for Most. Recently I myself bought a Digital camera, It took me around 2 days to read and analyse reviews.But it was worth.Internet is all about sharing.More we share Our views More Knowledge we gain.
eshopper
May 2nd, 2009 at 2:10 am
ooo! I’m about to get the iphone but I have verizon. This is the problem! I don’t like how AT&T has “sim” cards. What if you lose your phone in a cab! you lost all your numbers. BAM!
When are the coming out w/ one for Verizon.
I might just wait for the one that’s coming out this Christmas.
September 11th, 2009 at 5:28 am
The iPhone is one of the most advance pieces of technology in the last 10 years. It has literally changed the way we look at cell phones and what we use them for. Now, you can use it to file a claim on your insurance, do banking, look at MRI scans, but my favorite play games.