Everett Katzen had every right to be nervous when an Apple Store opened last year, just a few blocks away from the downtown Philadelphia location where his Springboard Media shop has been selling and repairing Macs for 16 years. Apple Stores are retail juggernauts and tourist destinations. How on Earth could Katzen compete?
The amazing success of the Apple Retail Stores has been picked apart, studied, and analyzed by consultants, financial analysts, and professors, all trying to find elements they can apply to other industries and turn into successes. So far, it hasn't been easy. Not that the elements of Apple's retail success are that difficult to duplicate. Rather, it's the personal commitment to excellence by Apple's retail team and their genuine delight in seeing customers smile that is tough to copy.
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