Last week, Apple induced a “War of the Worlds”-style panic when it launched its own mapping service. Instead of users fearing an alien invasion, though, Apple fanatics found themselves lost – literally.
The iPhone 5 and iOS 6 operating system use Apple’s new mapping software, which uses TomTom NV’s data. Customers complained that there were geographical errors, gaps in data, and they were even directed to the wrong destination.
Apple CEO Tim Cook issued a public apology last week, admitting that a mistake had been made and the technology company was going to do everything in its power to correct the matter.
“We are extremely sorry for the frustration this has caused our customers, and we are doing everything we can to make Maps better,” Cook said in the letter published on Apple’s website. He added that the company “fell short” of its commitment to deliver “the best experience possible to our customers.”
In order to deliver an excellent experience to customers, companies need to ensure that they offer a multitude of communication options. For example, online customer services will allow the connected consumer to reach out through their smartphone, tablet or laptop.
A company leader issuing a public apology shows that the business is dedicated to making a change. However, a customer might have specific inquiries or concerns that could be addressed by a professional representative.
Cook even went so far as to encourage customers to not only download additional map options from Apple’s application store, but, to use Google or Nokia maps by going to those clients’ websites. Google’s mapping software was recently eliminated from Apple’s repertoire.
In much the same way that Cook’s apology was meant as a stepping stone between a company and its customers, a 24 7 answering service can do the same. This option will give businesses the assurance that consumers will always be able to have their concerns addressed.