Cross Pollination Between Two Brands

Experience at Apple- Customer Service

We walked into apple store and we immediately had apple staffs asking for assistance and if they could help. We pretended to be customers and not students on a project and we were well attended to. As soon as one staff was done with us, and i was wandering about the store i had more than one other staff ask politely and in a friendly manner if they could assist me with something.

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My view of this is that apple store customers don't walk into the store and work out without a sense of satisfaction. It is not possible to walk in there and be attended to because people are all around ready to assist. It's a friendly environment and looks like a hang out spot. You can hang out there indefinitely at least till they close for the day, use their wifi, etc. This is definitely a good way of increasing customer data base. Because every customer likes to go to a store and get a good service and be treated special. You feel special when a staff is assigned to you and helps you until you are ready to leave.

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Experience at Lululemon- customer service

We walked into Lululemon and at first glance it looked like a regular high priced store, before i saw the yoga clothes. They were staffs around the store, carrying stuffs around and having conversations with each other. No one attended to us.

We then went to meet a staff at the counter to ask about yoga classes etc and she was friendly and even invited us for an event.

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Cross Pollination

I think in the area of customer service, it would be a good idea for Lululemon to adopt the dedicated one staff approach that apple uses. First of all, the number of staffs, roaming around the store was more than enough to attend to the customers present in their store. Because it was not as crowded as the apple store, and yet apple staffs manage to always notice a new customer and are ready to help and answer questions.

My view is that as a new customer walking into their store and being ignored until we approached them, we could have come in wandered around and gone out and no one would have called us back.

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Also it was only until we approached them that we found that they were actually friendly and got to know they have some pretty cool outings for those interested in yoga. If we had gone out of the store, we would have missed out on all that information.