Ever since I got an iPad, I've been eager for the update to the upgrade to the iOS4 operating system that premiered on the iPhone months ago. The ease of use of the iPad erodes, grain by grain, with each app that you add to it, as long as you're forced to keep sweeping across page after page of apps. Organizing apps into functional groups across pages is a tedious process. After a while, you really feel the need for folders to organize your apps more effectively.
Imagine my disappointment, therefore, when iTunes froze as soon as I launched it. It was the start of yet another chapter in the story of my hate-hate relationship with iTunes, because of its unstoppable bloat and accompanying seizures. With every major update, iTunes grows another layer of fat, causing more frequent electronic coronaries when it needs to run (or waddle) through its paces. I can't say I was surprised that iTunes froze, forcing me to reinstall it (the software equivalent of sending someone to fat camp?) before I could get it working again.
Here, from a single company, on a single desktop, is the history of the tech industry's problems with complexity. A device that is consummately simple to use, the iPad, is handcuffed, like a slender Sidney Poitier to a morbidly obese Tony Curtis, to iTunes. As Apple keeps jamming more of its business plan, in the form of new features (Genius, Ping, etc.) and new content (anything that could be described as "released" or "published"), iTunes swells to ever-increasing levels of complexity.
Microsoft began opening its own retail stores in 2009 and recently began a push into more US cities. A recent post by George Anderson on Forbes.com about Microsoft's new store format prompted me into some late-night analysis. It appears Microsoft's store format strategy is to ride in the draft of Apple by building larger-format stores very near, if not adjacent to, Apple's own stores. As a retail analyst and both an Apple and Microsoft customer for over 25 years, I feel compelled to weigh Microsoft's retail strategy against Apple's (and since I cover retail strategy from a CIO perspective, it feels appropriate to publish here).
Comparing eight success factors
Location: I'll start here, as it was the subject of the original post. Across from Apple may be the only sensible choice for MS, but the challenge MS has is that Apple is a destination store, i.e. people plan to go there for the experience. This makes it less likely they will decide to browse the MS store because it is close. On the other hand, assuming MS does some promotions to attract traffic to its stores, they are likely to also drive additional traffic to Apple. Predicted winner = Apple.
Store architecture: Size isn't everything! Sure Microsoft can copy Apple and go for outstanding store designs and even build them bigger, but Apple architecture is designed to reinforce a consistent brand image: minimalist, clean lines, designer. Microsoft's designs can reinforce many things about its brand, but it's hard to see the consistency in a way that's possible with Apple. Predicted winner = Apple.