Was Apple’s Response the Right Response?
Jul20
Before you read this I want you to know I am a fan of Apple products, I have a Mac, 3 iPods, an iPhone (3G, not the 4), and I had an iPad for a while, hoping it would meet my needs. It did not, so I returned it. But I love the products, the design, and the ease of use, so I will continue to buy Apple products as I need them. With that said, did you see or read about the announcement by Steve Jobs regarding the iPhone 4 antenna issues? I saw and read them and was disappointed. You can watch it for yourself here: Steve Jobs on CNN Reports
On one of my very first posts, I briefly mentioned that marketing is the heart of your business, and I believe that even more now. In looking at the presentation by Steve Jobs, I felt Apple forgot its heart. Why? There really wasn't an apology, there was an explanation. And worse, there was a comparison! Apple has never had to compare. Instead of saying "we want all our customers to be happy", Apple should apologize, say they failed to meet their own high expectations, provide a fix and move on. Giving a free case was a needed gesture, but did not fix the bigger issue of the proud culture that has been established by Apple.
The comparison to the loss of signal while holding the phone a certain way was below the high standards of Apple. Apple needs to remember that they can and should turn a weakness into a strength. Go for the jugular. Don't compare your weakness, make it better. Show why I should buy, and why you are better, or the best. Regain your arrogance, and move on. Take your lumps, fix it, then power ahead.
If you have a similar issue in your business, learn from Apple. Make your weakness a strength, move ahead, and rise to a higher level.
What power can you gain from a weakness?
POWER ON–Mark
