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Steve Jobs positions himself as the guy who knows everything worth knowing about product design, marketing, the cool factor, and technology.
The problem with being a self-professed know-it-all is that when something unpleasant happens, like customer furore over a sudden, sharp price drop in Apple iPhones, it’s hard to say, "Gee, I was surprised by what happened. Didn’t see that coming."
To observers, it’s all part of a hidden plan - entice devotees into paying a steep price for a new gadget, then pull the rug out by slashing the price by one-third two months later.
Apple’s $100 coupon response to the uproar has been uncharacteristically fast and responsive.
Jobs (and Apple) made the right call. The discount coupons are a good gesture to the most fanatical customers who forked over big bucks for the latest hot item.
Listening to your customers, and recognizing a situation when they are legitimately angered by your actions, is invaluable.
Jobs and Apple would do well to keep doing what they’re doing. Designing people-friendly technology. Making customers feel good about their purchases. Recognizing and correcting errors quickly.
It’s a recipe for success, if you don’t take the "we’re smarter than the other guys" attitude so far that customers start to think of themselves as the other guys.
Tags: iphone, price drop, sales, customer, business, retail, public relations, prices, responsiveness, steve jobs, apple
1593 days ago
[...] the flag on Beacon. Or how angry iPhone buyers blogged and commented, evoking– a prompt and immediate apology from one of America’s most powerful men, Steve Jobs. The examples continue on and [...]
1690 days ago
[...] iPhone Price Drop Response Was the Right Move for Steve Jobs [...]
1702 days ago
[...] Weil’s article on the topic and something really started gnawing at me. Yes, Jobs handled the crisis perfectly, quelling the storm almost as quickly as he started it. And the “open” letter [...]
Oh, and Ike was right. It was not an accident.
The price cut was an intentional reaction to Nokia, Samsung and Sony preparing to unleash a can of whoop @ss on Apple. Jobs picked a bigger fight than Microsoft, if possible, and knows it’s going to get very ugly quickly.
We came to the same conclusion. Classic crisis PR, and they nipped it in the bud.
Eric – I’ve got to agree with Bob Cringely on this one. I don’t think the iPhone price drop was an accident, nor do I think it was a reaction.
I think we all got played, and Apple gets to keep a huge wad of cash while basking in the glow of apology and consumer empathy.