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Thoughts on Angela Ahrendts.
- Thread starter pavanluvin
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Grats you were in the first couple of minutes of orders going live. Anyone after you (for the most part) are still stuck in processing. I for one am in the 4-6 week timeframe. I wasn't expecting to get my order on launch day by any means, but when they're still working on trying to get through the first 5 minutes of orders two weeks after ordering started there is something seriously wrong. My 4-6 week wait is very well likely going to go past the 6 week point if they haven't gotten through the first 5 minutes by now. I won't be surprised to see my order delayed until sometime in June at this rate.
What I don't like is what I mentioned in another thread - it seems like she is attempting to turn Apple into a Burberry-like company where exclusive boutiques come first (not to mention celebrities show off their Apple Watches well in advance of the launch), ignoring the Apple Stores. There was also a lack of transparency in terms of which models wouldn't be available to be delivered on the 24th. To the average person they could care less, but to some die-hard Apple fans this is important information.
My wife's watch said 4-6 weeks shipping when I ordered it at 3:06 AM on the 10th, but it came on Friday. I have little doubt that you will get your watch much sooner rather than later.
Launch was probably the worst ever for an Apple product and Apple retail employees don't seem to have the proper training to sell / answer questions about the watch. I'm not sure this is Angela's fault, and unless you have complete knowledge of what goes on at Apple on a day-to-day basis (ex. unless you're TIM COOK) then I don't think it's fair to blame Angela or any one person.
While I realize those who have received their watches already are overjoyed, I think it's reasonable to say that if you don't have 5 minutes of supply to sell, maybe you're going to market a bit early.
It's disappointing for a few reasons.. One was the change to no lineups, something that has over the years become part of apple culture... That experience is important to many and part of the mystique of being an early adopter. Another disappointment is that presumably they did away with the lineup in this instance to ensure greater availability online, of which there was not at all, thirdly there seems to be something broken in logistics given that orders placed later in the day 4/10 have been delivered while orders taken in the first five minutes have not moved an inch since the 10t. Fourthly, given the extremely scenarios above, there has been defeating silence from Apple about what happened, why and what they are doing about it... They don't have to give away trade secrets or fall on their sword, but their customer service approach has actually regressed to complete opacity. Nobody waiting has any idea what is going on, despite logical and obvious examples that something didn't work right in the brand new model they are testing.
I get that everyone forgets all this when they get their watch.... When and if I ever get mine I'm going to maintain my humility, I'm not going to be all "I got. I've what's the problem peeps?" And pretend this whole scenario never happened.
Telling me I should have been 0:01:01 instead of 0:03 or 0:04 is unreasonable. If I ordered 5 hours after opening I would expect what I am getting, for those that ordered 3-4 min after opening, I think they have a reasonable gripe that they shoul have been launch day recipients and/or part of the first wave....
As other threads have stated also, I think they over complicated their situation by selling two components as a set. This complicated their logistics immensely and led directly to the problems they are having now.
This current problem seems to stem from MATCHING BANDS TO CASES. Since there is no technical complexity to the bands themselves, they could have been churning them out in piles and putting them into the boxes they already have for them, and then concentrate of selling the cases in their two sizes and 6 finishes.... It makes no sense to have pre-made "sets" selling out while others are not moving as fast.
If Apple is the master of just in time manufacturing, then I don't buy why they could not figure this little problem out... They could have invented a process that matches bands to cases in realtime from two piles without actually having to dedicate a production line to pink band watches while everything else waits, lol.
So there's some explanations why ppl might be disappointed. My assumption is that most of these deviations from past practices are sponsored by Ms Arendts so that's where I'm directing my criticism for now, until apple comes out of the cone of silence and corrects me.
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My order was 2 min sooner than your wife's and I'm still processing. So this is the brokenness of the system I am talking about.
For me, Apple has always been the "we'll meet you wherever you are" company; approachable, casual (Jeans&t-shirt uniforms) and user-friendly. Let's use the Garage Band analogy, honest music played by ordinary people in ordinary cloths doing something real and meaningful. When the lifestyle of the "real and ordinary" becomes chic and fashionable, it's no longer authentic. They've taken a left turn if Burberry is the model. Keep it real Apple. Great products, honest people and sincere concern for your clients. You could have kept more people happy with this launch. Learn something from it and stay grounded. Schmaltzy, chic marketing isn't what I'm in for.
It's absolutely fair if she is the new face of retail and online operations. The retail and online experience is exactly what she is accountable for. So if that experience is not everything it could be, it's on her. Right? If the employees are not well trained, who does that responsibility fall upon ultimately? Someone else besides her? No. It's the Burberry idea gal.
Bring the Old Apple back!
The difference between Apple and other companies is that Apple built intensity of anticipation when offering a new product while glorifying itself to have its religious customers who are eagerly positioned to be the first ones in line to get it, to touch it, to unbox it That is why I would be more patient with other brands regarding the delivery time because they do not have that aura built around them.
After this experience with Apple (ordered a pink one at 3:02 but still in "Processing....") they will too loose the power of tease and to get me into their frantic ordering process ever again.
The difference between Apple and other companies is that Apple built intensity of anticipation when offering a new product while glorifying itself to have its religious customers who are eagerly positioned to be the first ones in line to get it, to touch it, to unbox it That is why I would be more patient with other brands regarding the delivery time because they do not have that aura built around them.
After this experience with Apple (ordered a pink one at 3:02 but still in "Processing....") they will too loose the power of tease and to get me into their frantic ordering process ever again.
I don't know if it was her idea. Maybe someone else handled the planning because she is so new. Maybe she advised on a different plan, but Tim Cook or someone more senior overruled her.
None of us have any idea, so it's not right to speculate. The only person that you can reasonably blame at Apple is Tim Cook -- the CEO and public face of Apple. The buck stops at him. I'm 100% sure he knows who screwed this up, and I'm 100% sure that he'll deal with it accordingly.
Think about what you are saying. The biggest problem with the launch is supply. No matter what decisions she makes, the availability of product to sell is not determined by her, it's determined by manufacturing. She just sells what she is given to sell.
As far as the way they performed this launch, I think they did the only thing they could. The people that actually purchased one are receiving them first. There are a ton of people that preorders that didn't get them on launch day with nearly every watch they had available delivered on that day. There are 265 Apple Stores in the U.S. How few would have been delivered if they had skimmed off the top to provide stock for each store?
As far as the boutiques are concerned, I'm sure having watches for sale was part of the agreement to place the Watch in those locations. Imagine if you had a business and Apple comes to you and says "we want to place a mini-showroom for our products in your store and then people will only be able to buy them from us online." Why would you agree to that? You'd want to sell them there and get a cut. I'm positive the agreements must guarantee the boutiques a minimum stock.
So here we sit, griping that 265 stores don't have any stock and also crying about the 5 stores that got some. Like it or not, the current method is the best to deliver the limited supply as efficiently as possible. Try and blame Angela all you want, but she's just making the best of the crap sandwich that was handed to her.
As far as the way they performed this launch, I think they did the only thing they could. The people that actually purchased one are receiving them first. There are a ton of people that preorders that didn't get them on launch day with nearly every watch they had available delivered on that day. There are 265 Apple Stores in the U.S. How few would have been delivered if they had skimmed off the top to provide stock for each store?
As far as the boutiques are concerned, I'm sure having watches for sale was part of the agreement to place the Watch in those locations. Imagine if you had a business and Apple comes to you and says "we want to place a mini-showroom for our products in your store and then people will only be able to buy them from us online." Why would you agree to that? You'd want to sell them there and get a cut. I'm positive the agreements must guarantee the boutiques a minimum stock.
So here we sit, griping that 265 stores don't have any stock and also crying about the 5 stores that got some. Like it or not, the current method is the best to deliver the limited supply as efficiently as possible. Try and blame Angela all you want, but she's just making the best of the crap sandwich that was handed to her.
That's easy to say with a Watch on your wrist. I ordered literally within the first 30 seconds the store was up and my promised delivery was May 13-27. They clearly had zero stock of what I ordered on launch day. They either did not ramp up production enough or they are having build issues with certain components. Either way, it's disappointing for those of us still waiting.
There's a parallel on a much smaller scale between watch options and the Mac product line of the late 80s through mid 90s.
This much choice in one place rarely works. It certainly doesn't work for the JIT manufacturing model. Things like black, white and gold are classics, so 3 models in 3 different materials should have been it.
They could have came out with different bands later or have left it up to 3rd parties to fill the void.
They've already shown off other bands that aren't available for purchase, so what's the point? They really need to nickel and dime everyone over a piece of rubber? If that's what success matters more for Apple over the product being available 7 months after it was announced on a launch day than that's a shame.
REAL ARTIST SHIP.
This much choice in one place rarely works. It certainly doesn't work for the JIT manufacturing model. Things like black, white and gold are classics, so 3 models in 3 different materials should have been it.
They could have came out with different bands later or have left it up to 3rd parties to fill the void.
They've already shown off other bands that aren't available for purchase, so what's the point? They really need to nickel and dime everyone over a piece of rubber? If that's what success matters more for Apple over the product being available 7 months after it was announced on a launch day than that's a shame.
REAL ARTIST SHIP.
The iPhone 6 launch was exactly the same way. Ordered online like 2 minutes after it went on sale and it didn't show up for weeks after launch. They were having issues meeting demand all the way into December of last year. You all act like there's something special about the watch, but previous launches for other products have been exactly the same.
The lineups are simply personal preference. 99.99999% of people don't care about them, so I don't blame Apple for doing something different this time with a completely new product.
What I object to is that they changed the paradigm of previous pre-sales. Now, in unannounced fashion, "first in first out" is no longer a factor.. There are multiple threads in these forums where people are posting having already received the same watch that I ordered when they were in some cases way way back in line after me. The upsets the traditional understanding, if I was losing ONLY to those who got in before me, I can deal with that my bad for not getting my order through sooner. But when I see 0:09's shipping before 0:04's, most reasonable people would say "WTF?"
I can understand that and I would be frustrated as well.
I happened to choose a model that nobody has been able to get yet unless they were given one by Apple. I ordered as fast as humanly possible at 3:01. If I start seeing those be delivered to others after me and not have one myself, I woukd be pissed also.
Sorry but I did not experience the same treatment nor the sale process can be compared btw. iPhone and iWatch. My iPhone 6 was delivered in order of time of my placement. My iWatch did not. Having problem with hardware is one thing, and having an issue with silly band supply is another.
Also, you had a choice to get an iPhone 6 staying in the line in front of an Apple store on first come - first served bases. iWatch was not available this way so the first one in queue to order it meant nothing.
Angela Ahrendts was not hired to sell Apple Watches.
If you really want to know what her biggest contribution to Apple has been since her hiring, take a look at the latest Apple financial results and look at the growth of their business in China. Which has been nigh-on spectacular.
Ahrendts has moved aggressively to build Apple's retail presence in China, going so far as to recruit US Apple Store employees to relocate to China. She has set an aggressive store opening schedule, and worked to ensure the Apple Store experience in China recognizes Chinese tastes.
Arendts is also spearheading the Apple Pay initiative, which shows the promise of fundamentally changing the way many retail transactions are conducted.
Ahrendts has also, from what I have heard and read, made a considerably more positive impression in her interactions with individual Apple Store managers and employees.
The pricing and marketing of the Apple Watch is, in all honesty, something of a departure from Apple's traditional way of doing business. But its important to recognize a couple of things: Firstly, Apple will probably lose money on the $15,000 gold watch. Despite the profits made from tacking a $14,000 premium on, the engineering and tooling costs probably run into the tens of millions, and are unlikely to be recouped in sales of what will inevitably be a low-volume item. The purpose of the Gold Apple Edition watch is to make its lower-priced brethren look like great bargains.
Apple is moving into unfamiliar territory with the Apple Edition watch. And part of that strategy is to make ownership part of cutting edge social and fashion experience. To that end, like it or not, celebrity embrace of your product is essential. The Apple Watch, if it is to be successful cannot simply be a Swatch which links to your iPhone. Companies like Pebble have already done that.
If you really want to know what her biggest contribution to Apple has been since her hiring, take a look at the latest Apple financial results and look at the growth of their business in China. Which has been nigh-on spectacular.
Ahrendts has moved aggressively to build Apple's retail presence in China, going so far as to recruit US Apple Store employees to relocate to China. She has set an aggressive store opening schedule, and worked to ensure the Apple Store experience in China recognizes Chinese tastes.
Arendts is also spearheading the Apple Pay initiative, which shows the promise of fundamentally changing the way many retail transactions are conducted.
Ahrendts has also, from what I have heard and read, made a considerably more positive impression in her interactions with individual Apple Store managers and employees.
The pricing and marketing of the Apple Watch is, in all honesty, something of a departure from Apple's traditional way of doing business. But its important to recognize a couple of things: Firstly, Apple will probably lose money on the $15,000 gold watch. Despite the profits made from tacking a $14,000 premium on, the engineering and tooling costs probably run into the tens of millions, and are unlikely to be recouped in sales of what will inevitably be a low-volume item. The purpose of the Gold Apple Edition watch is to make its lower-priced brethren look like great bargains.
Apple is moving into unfamiliar territory with the Apple Edition watch. And part of that strategy is to make ownership part of cutting edge social and fashion experience. To that end, like it or not, celebrity embrace of your product is essential. The Apple Watch, if it is to be successful cannot simply be a Swatch which links to your iPhone. Companies like Pebble have already done that.
That's an interesting take.
What does Angela understand about China based on her experience?
Does she speak Chinese?
I am working in China and I think Apple has always had a great brand in China; the iPhone 6 and 6 plus are just the right products that satisfy the customers who were primed for it.
Arendts previous experience in China was with her previous employer - Burberry - which saw quite spectacular growth in that market in the period from 2009-2014. While other luxury brands such as Prada and Gucci saw their sales lag; sales of Burberry products grew almost 20% in 2014; reaching roughly $4 billion.
Most of that growth came from younger Chinese consumers, who apparently were drawn to the fresher designs. Ahrendts also opened a flagship Shanghai store that rivals anything in London's Regent Street. Being able to buy top quality goods in luxury surroundings without having to fly halfway around the world holds a great "aspirational" appeal to younger Chinese consumers, people may not necessarily have the wealth to afford international travel - but still want to own high fashion items.
I doubt she speaks more than a few words of Chinese.
That's fair criticism as probably employee training, etc as the training program is probably under her.
As for the try on appointments without the satisfaction of a purchase? That's still there, it's just not instant. Plus how is it different from past launches when Apple Stores were constantly sold out? I doubt the online order only thing will be permanent, but it's an effective way to deal with frustration of going to the Apple Store frequently and still leave empty handed because they were still sold out.
But people are criticizing her for the short supply of the Apple Watch. Not her department. Or how celebs have the Apple Watch. Not her department( that's marketing).
People just want a scapegoat and people are using the newbie as one.
are those numbers just form china?
20% is quite a large growth.
I do believe that there were many luxury brands that saw similar growths in China (Balmain, Givenchy, etc).