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La meilleure expérience client que j'ai eue chez Apple s'est terminée par un échec. Un soir, j'étais le dernier client dans un Apple Store. Il y avait un bug sur mon ordinateur. Le conseiller, face à l'échec, a refusé de partir. À 18h10, il m’a lancé : « Écoutez, je suis très embêté. Ça fait deux heures qu'on essaie et je n'ai pas envie de partir sur cet échec. Laissez-moi dix minutes, j'essaie encore quelque chose et je reviens vers vous. » ⇒ Après 10 minutes, nouvel échec, Il n'a pas trouvé la
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