Microsoft recently announced plans to launch a line of retail stores. Microsoft has dominated the PC software business for years. Apple is the biggest competitor, who surpasses Microsoft in terms of integrating customer experience with the brand.
Apple’s retail stores have been core to their customer experience program. Customers receive one-on-one service with a human tech to help with everything from software, purchases, and repairs. Apple’s store setup is well thought out: simplistic, core products displayed, and clean feel which is a part of their branding.
Some experts believe Microsoft has lost “focus on the individual user” while growing their enterprise customers. Microsoft’s move to expand it’s presence with retail stores is a visible shift in priorities. The question in everyone’s mind is whether or not their stores will put them back in touch with the individual user.
In order for Microsoft to be successful, they have to create the retail environment focused on the customer. The store should be designed with the individual consumer needs first and put enterprise software solutions out of sight. The difficulty comes to which products and services should be showcased at the retail front. Microsoft will need to select a minimal number of products to showcase, of which are most appealing to individual consumer needs.
Microsoft has a lot of work ahead to create the best customer experience. If the stores are going to serve as a way to get back in touch with their consumer needs, Microsoft will first need to attract the consumer. Microsoft will need to promote the stores launch as having a customer centric feel. It will be challenging to differentiate from Apple but simultaneously create a similar environment to their competitor.
If you where to design a Microsoft store, what would it look like? What do you see as Microsoft’s core road blocks or strengths with customer experience?
