Comments on: The New Apple Ads: Are Geniuses There to Guide or to Babysit?

By: Thomas

Thomas — Wed, 01 Aug 2012 14:53:59 +0000

In reply to Brandon.

I’m actually very used to talking to people who like tech a lot less than I do – and I know some friends who will simply ask me to do things for them instead of bothering to learn. But I think that this just subtly reinforces the fact that tech is just too hard to learn. I think there’s a way to help people along, even do things for them, while empowering them along the way.

So you’re right: there are definitely people like the ones in these ads, but I don’t have a good gut reaction to the approach.

By: ssschmidt

ssschmidt — Tue, 31 Jul 2012 22:25:32 +0000

As a person that is currently interviewing for a position with Apple, let me say that the majority of the questions have been aimed at customer empathy. I believe that Apple has the right idea in concentrating on the consumer, with the intent of assisting the technically proficient or coddling the technophobe. That way, they get the business of both. Some people of greater age are intimidated by things that their kids find simple. So the “Just Works” applies as well as a support team that will start at the level the customer needs. Tech with training wheels if you will.

My 2 cents (I refuse to acknowledge inflation in this instance).

By: Brandon

Brandon — Tue, 31 Jul 2012 22:03:24 +0000

Obviously you have never done technical support (professionally) before. The “lets worry about your child being born” is a stretch, but “distracted” would be the nicest way ever to describe the average user.

Don’t get me wrong I love what I do and I love supporting technology… but as a tech blogger – you’ve got a MUCH higher computer literacy level than most.