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Jason Snell for Macworld
February 13, 2019 7:48 AM PT
Federico Viticci said it best on the Connected podcast last week: The departure of Angela Ahrendts as Apple’s retail chief is a Rorschach test. One’s reaction to the news will reveal a lot about one’s feelings about the current state of Apple’s retail stores.
I’ve seen a lot of criticism of Ahrendts featuring aspects of the Apple Store experience that actually preceded her. No, she didn’t invent the where’s-the-line, where-do-I-stand set-up that completely breaks everything we ever learned about how to behave in a retail store. (Under her tenure the approach was modified, not discarded—and in recent years I’ve noticed a more aggressive positioning of employees at the front of stores to intercept new shoppers and put them in the right place.)