This past week Apple generated many news stories about the difficulties they
are experiencing with dropped call with the new iPhone Read Article and at the same time are being
praised for their Customer Satisfaction scores achieved in the American
Customer Satisfaction Index (ACSI) published by the University of Michigan
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This highly innovative
and respected company according to Fast Company and Fortune magazines prove a
few very fundamental points about Service Excellence:
1) Because of How they do , What they do, they are
given permission by their customers to innovate and introduce new
products. Very few companies, if any out their today, have introduced more
successful new products that are truly innovative. This trust that they
have established with their customers gets them through difficulties even when
what they do get themselves in trouble (3G Phone).
2) They have differentiated themselves from those
with whom they compete, not only by out distancing themselves from their
competitors with leading edge technology (what they do) but receive praise from
those they serve with category leading Customer Satisfaction scores (how they do
what they do).
How they do... what they do is
amazing.......