July 1, 2007
MarkBernstein.org
 
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iPhone bulletin: old time religion

A lot of short-term reaction to iPhone is just emotion. People who want it to succeed find reasons to think it's working. People who don't, find other reasons. Ho hum.

If you actually watch what is happening on the ground and in the device, though, you'll see lots of interesting things. Notice, in the side-by-side comparision of Apple and AT&T retail experience, how Apple's curious decision to build retail stores has changed the company. Apple handles customers quickly, efficiently, and has attractive young people cheering the customers and high-fiving them out the door. AT&T lines move slowly, and their retail people are sour, short-sighted, off-message. It might have been worth building the stores for image and culture after all, even if they hadn't turned out to make tons of money.