Apple Insights

With less than 1% of the iPod Nano screens having any problems the storm that swept across blogs made it appear larger mostly due to passionate users. A former Apple employee gives some insights as to how things used to be done to better respond to problems. read

"When I was at Apple we had two built-in checks to ensure that everyone was well tuned to customer feedback. The first was called "the out-of-box experience" where customers were literally filmed opening and setting up a piece of Apple equipment. Many a red faced engineer went back to the drawing board after viewing those.

The second was to have product managers sit on the customer care phone lines over the first few weeks of a new product's launch. This was also a very effective way to gauge issues and to feed them back quickly and effectively to management."