“Apple will soon make a significant change to retail store Genius Bar appointments to improve the customer experience, according to several sources briefed on the upcoming shift,” Mark Gurman reports for 9to5Mac.
“During the week of March 9th, Apple’s United States stores will launch a new initiative called ‘The new Concierge’ that replaces traditional walk-in Genius Bar appointments,” Gurman reports. “This new program, spearheaded by Retail Senior Vice President Angela Ahrendts, moves away from the classic appointment model. Instead, a customer describes the issue to an Apple Store employee, who inputs the issue into an updated iPad application. Using a special algorithm, the application provides the customer a wait time based on issue priorities.”
Gurman reports, “Multiple Apple employees have called the new feature one of the most significant changes to Apple Store operations in several years, as it allows customers to request support on the spot, shop elsewhere inside of the mall, and then return when the store is ready to service them.”
Read more in the full article here.