Even in IT, Customer Service Matters

After reading this article (Apple Cust. Serv.), I thought it interesting that a company who is always on the cutting edge of technology also has such a lead in customer service. This proves taht even in an industry where many are worried about the finished product and how they are being more innovative than their competitors, it still pays to devote time and resources to something as "ancient" as customer service.

Another thing is that even though most depend on outside retailers and web orders to move product, Apple has decided that internal retail stores are a viable option. Though it has cost a considerable amount, Apple uses these stores to give the company a young, hip face.

Lastly, it's interesting to note that Steve Jobs has the final say in the direction Apple is heading. They seem to be doing well in my eyes, so why is it that Mrs. Fields' model couldn't work?