How Apple Wins by Sensing and Responding

Apple no longer sits at the cool kids’ table. It runs the table. 

The company recently reported quarterly revenue of $91.8 billion, an increase of 9 percent from the year-ago quarter and an all-time record, and quarterly earnings per diluted share of $4.99, up 19 percent, also an all-time record. Apple continues to make fools of analysts who’ve questioned the company’s relevance, especially amid a slump in iPhone sales. Well, guess what: iPhone sales are doing just fine after all. And so is Apple’s stock price year over year:

Now consider this:

  • Siri, once the weak sister among smart voice assistants, has the world’s largest market share, even more than Amazon Alexa, Google Assistant, and Microsoft Cortana. Turns out the never-say-die iPhone and the release of AirPods Pro have helped propel Siri to a wider base of users.

What do all the above statistics tell you? Apple is defining its market as well as it always has, just in different ways that are perhaps not as earth shattering as the launch of the iPhone in 2007. (Let’s face it: the iPhone was like Van Gogh’s “Starry night over the Rhone” – a masterpiece and highwater mark that is seldom if ever matched again). For example:

  • Apple saw the rise of wellness care coming and positioned the Apple Watch not as a cool wearable but as a healthcare device. As CNBC reported, “Apple’s wearable category which includes the Apple Watch and AirPods wireless headphones, has been growing strongly. In the December quarter, that division brought in over $10 billion in net sales, a near 27% year-on-year increase.” In a newly published Hacker Noon article, I dig into the reasons why the Apple Watch has flourished in context of Apple’s strategy to be the data backbone of healthcare. 
  • Apple saw a growth opportunity in services (as opposed to hardware sales). Its Services division reported an all-time high in revenue growth for the most recent quarter, $12.7 billion versus $10.8 billion year over year. For its fiscal year 2019 (ended September 28, 2019), Apple reported $46.3 billion in Services, a 16 percent year-over-year increase. 
  • Apple got out in front of the rise of the voice-first world and introduced Siri in 2011, beating Amazon Alexa to the market by three years. (But Amazon completely outflanked everyone, including Apple, in the smart speaker market with the launch of the Amazon Echo in 2015.)

What’s next for Apple? Becoming a credible player in the streaming wars. Apple TV+, launched in November 2019, has a long, long way to go. Apple TV+ is being met with the same derision that Apple Music once faced. And whereas Apple Music could play catch-up by developing an formidable library of someone else’s music, Apple TV+ needs to develop original content to compete with Amazon, Prime Video, Disney+, and Netflix. 

But don’t ever underestimate Apple. The company has a huge reservoir of cash, and it’s willing to dip into it an example being the recent hiring of Former HBO CEO Richard Plepler to run Apple TV+. 

Do you really want to bet against Apple?

Apple Wants to Liberate Your Medical Records

How easily can you obtain your medical records from your provider? Do you know what your precise cholesterol levels are? I’m willing to bet my new iPhone that your answers to these questions are “Impossible” and “No.”

But if Apple has its way, we’ll finally have always-available access to our own medical records – at least those of us who own iPhones will.

Announcing Health Records

On January 24, Apple announced that its Health app will make it possible for users to see their medical records right on their iPhones, which would thus empower potentially 90 million Americans who own iPhones. The capability became available for patients of 12 medical institutions January 25. Following a beta launch, Apple will expand the program for participating medical providers. Continue reading

Will Apple Take Augmented Reality Mainstream?

Apple critics have been quiet lately.

The company is worth more than $900 billion after beating Wall Street’s expectations in its November 2 earnings report. The iPhone 8 is selling better than expected. Consumers are lining up to buy its most expensive iPhone ever, the X. And the iPad just might be making a comeback.

Tim Cook is talking like a visionary, positioning himself and Apple on the cusp of changes in technology and human experience. For instance, Cook recently declared on an Apple earnings call that augmented reality is “mainstream” and that “Apple is the only company” that could have made augmented reality mainstream.

His comments evoke Mark Zuckerberg’s bold announcement that Facebook intends to get one billion people to use virtual reality. And, like Zuckerberg, Cook is being ambitious, considering that only 12 percent of the U.S. population is expected to use AR at least once a month in 2017. But there is reason for AR backers to be optimistic: usage of AR is growing by 30 percent over 2016 according to eMarketer.

Apple’s strategy to accelerate the uptake of augmented reality is to provide a development platform for the creation of AR content and to  rely on popular Apple devices as Trojan Horses to deliver that content to consumers.

But to realize the potential of augmented reality for widespread consumer and corporate use, Apple might need to do more — such as the creation of an augmented reality headset.

Augmented Reality Breaking Through

Augmented reality refers to an experience that alters our perception of reality by overlaying computer-generated content on to a physical space. Augmented reality is being used in businesses ranging from hospitals to amusement parks to train and entertain by enhancing our worlds with digital content such as holograms and 3D objects with which we can interact. In the automotive industry, augmented reality might enhance driving by overlaying content such as signage on a driver’s windshield, reducing the need for the driver to strain to read street signs while navigating. For AR to break through to more mainstream consumer use, the experience needs:

  • Great content.
  • A ubiquitous, user-friendly delivery mechanism.

Apple provides the latter through the manufacture of its devices and is enabling content creation by providing the necessary tools and media platform.

Apple’s Role Continue reading

Dr. Apple Will See You Now

Apple has been defined by consumer product innovations such as transforming mobile phones from calling devices into data centers. But you won’t find Apple’s future in an Apple store. You’ll need to visit a hospital like Johns Hopkins Medicine.

At Johns Hopkins, physicians provide epilepsy patients with Apple Watches to track their seizures, possible triggers, medications, and side effects. Thanks to a special app developed by Johns Hopkins, the EpiWatch, patients have access to their personal information through a dashboard that also shares data with providers if the patient wants to do so. Patients can also send a message to family members and providers to let them know when the patient is tracking a seizure. Johns Hopkins is collecting this data to eventually understand how to predict seizures before they happen.

Johns Hopkins is one of many healthcare providers working with Apple to help patients manage their wellness and clinical care. Apple is not abandoning its role as creator of consumer devices and software — in fact, Apple is doubling down on devices by carving out a bigger role in healthcare. For the past few years, one of the world’s most valuable brands has acting as the data backbone for patient care, one built on Apple hardware and software. Having changed industries ranging from music to telecommunications, Apple is helping to the healthcare industry make an important and necessary shift toward wellness and clinical treatment.

Apple’s Strategy

Over the past few years, Apple has made some significant product developments, personnel hirings, and corporate acquisitions to make Apple a brand for wellness and clinical care. For example, in 2014 Apple launched HealthKit to give Apple users a central repository to track health and fitness data on their Apple devices. The launch of the Apple Watch positioned Apple more firmly as provider of a consumer health-management wearable. The 2016 acquisition of Gliimpse, a medical data storage and sharing start-up, bolstered Apple’s entry into supporting clinical care with smarter electronic health records. So what, exactly, is Apple’s game plan for healthcare? To sum it up:

Apple’s strategy is to be the data backbone for patient care.

And that patient care strategy — for now — focuses on wellness care (providing services such as fitness and nutrition management designed to keep patients healthy) and clinical care (using data more effectively to help patients manage conditions such as diabetes).

The two key elements of that strategy are:

1). Software for patients and providers to monitor and share data

Through its Apple Health app and the ResearchKit and CareKit application development software frameworks, Apple has been creating a software infrastructure for wellness care, diagnostic care, and medical research on Apple devices such as iPhones, iPads, and Apple Watches.

So far the real action for Apple is occurring on the provider side for clinical care. For instance, as reported in Forbes, in February 2015, Ochsner Health System in New Orleans launched its “Hypertension Digital Medicine Program,” which relies on HealthKit to empower patients to measure and share with the provider their own blood pressure and heart rates. Oschner adjusts (in real-time, if needed) patients’ medications and lifestyle counseling based on the findings.

The Apple website also contains many examples of health providers applying ResearchKit and CareKit. For instance, Duke University has developed a ResearchKit app that allows physicians to screen and diagnose autism by using their iPhone cameras to do facial recognition checks. The University of Rochester used ResearchKit to build an app for the largest Parkinson’s study in history. According to Apple, “the app helps researchers better understand Parkinson’s disease by using the gyroscope and other iPhone features to measure dexterity, balance, gait, and memory.”

ResearchKit and CareKit have built off HealthKit’s core functionality to give Apple an entree into clinical care. As reported by Alex Webb of Bloomberg, “The ultimate goal of Apple’s medical technology team is to turn HealthKit into a tool that improves diagnoses . . . The system could chip away at two problems that plague the industry and have stumped other specialist firms in the field: interoperability — allowing data to be transferred from hospital to hospital across different databases; and analysis — making it quick and easy for physicians to extrapolate salient information from mountains of data.”

2). Hardware: the Apple Watch and iPhone to create an ever-present device platform

Apple Watch and iPhone are the delivery devices for Apple’s health management software. The iPhone gives Apple an installed user base of 101 million users in the United States, and the Apple Watch a wearable, which is key for managing everyday fitness goals such as nutrition and exercise (because of the convenience of wearables).

The iPhone accounts for 70 percent of Apple’s revenue. For Apple, penetrating healthcare is important to maintain sales growth. After experiencing three straight quarters of slumping sales, Apple recently reported that iPhone demand came roaring back in the first quarter of 2017. Finding new markets such as healthcare should help Apple maintain its leadership

On the other hand, the Apple Watch is still a small enough part of Apple’s ecosystem that its sales are rolled up into Apple’s “other products” category. But Apple Watch is essential to Apple cracking the fitness market. And at Startup Fest Europe in Amsterdam, Apple CEO Tim Cook brashly predicted an era in which everyday people will wonder how they ever got by without their Apple Watches “[b]ecause the holy grail of the watch is being able to monitor more and more of what’s going on in the body. It’s not technologically possible to do it today to the extent that we can imagine, but it will be.”

But consumer usage is only part of the story for Apple Watch — the other is institutional uptake. Hospitals such as Johns Hopkins University and King’s College Hospital in London are using the Apple Watch to do everything from giving patients reminders to take their medicine to collect information about patients’ epileptic seizures in order to better understand epilepsy.

And Apple is collaborating with the health payer side, too. Recently, Aetna announced that the insurer is providing the Apple Watch at no cost to its 50,000 employees “who will participate in the company’s wellness reimbursement program, to encourage them to live more productive, healthy lives.” Aetna is also developing health apps integrated across multiple Apple devices ranging from the iPhone to Apple Watch to handle a host of health management functions ranging from refilling prescription orders to paying for health treatment.

Look for Apple to continue to develop the Apple Watch as a fitness and telemonitoring device. Last year, Apple filed a patent to make the Apple Watch capable of monitoring your heart beat and warning you of an impending heart attack. And recently Apple filed a patent to embed into smart sensors into Apple Watch wrist links. In doing so Apple identified fitness-monitoring capabilities as a potential application of the functional band links.

Will Apple’s Strategy Succeed?

These applications of Apple technology are taking hold for some overlapping reasons, including the advent of pay-for-performance models (in which physicians are rewarded for achieving successful patient outcomes as opposed to volume of patients treated) and the rise of wellness care.

The adoption of pay-for-performance models and an increase in high-deductible insurance plans are contributing to a bigger focus on wellness care — in other words, investing in programs intended to keep patients healthy. The PwC’s Health Research Institute (HRI) cites wellness care as one of the top five forces shaping the future of healthcare industry over the next decade, with wellness accounting for $276 billion of the $5 trillion U.S. healthcare ecosystem. The Apple Watch and Apple Health position Apple well here.

Moreover, the uptake of pay-for-performance or (outcomes-based compensation models) — in which payers reward healthcare providers for achieving quality-related goals instead of volume of care — plays into Apple’s favor. Here’s why: As noted by Reenita Das of Frost & Sullivan, “To date, the majority outcome-based compensation models are, in reality, performance modifiers built on top of legacy fee-for-service reimbursement schemes. In 2017, we will begin to see more fully formed schemes that focus on patient support across the care continuum. As such, healthcare providers are in dire need of the right technologies and tools to help them effectively deploy and coordinate patients, personnel and infrastructure [emphasis mine].”

In other words, healthcare providers need access to better data to help patients achieve better outcomes, which is exactly why Ochsner Health System in New Orleans jumped all over Apple’s HealthKit to start treating hypertension. A sustained effort to making clinical care more effective requires better management of electronic health records, which is what Apple is aiming to provide, as seen with its acquisition of Gliimpse.

Tim Cook’s Vision

Apple’s actions follow through on Apple CEO Tim Cook’s vision for Apple as a healthcare player. As he told Fast Company’s Rick Tetzeli in 2016,

We’ve gotten into the health arena and we started looking at wellness, that took us to pulling a string to thinking about research, pulling that string a little further took us to some patient-care stuff, and that pulled a string that’s taking us into some other stuff,” he says. “When you look at most of the solutions, whether it’s devices, or things coming up out of Big Pharma, first and foremost, they are done to get the reimbursement [from an insurance provider]. Not thinking about what helps the patient. So if you don’t care about reimbursement, which we have the privilege of doing, that may even make the smartphone market look small.

And Cook has good reason to be optimistic. Apple’s ace in the hole consists of its toehold among the various players in the healthcare ecosystems, especially physicians, who prefer using Apple products. And the Cleveland Clinic recently rated the Apple Watch as having the most accurate heart-rate sensor. In 2017, I expect Apple to deepen those relationships through joint research and development (as it has done with Mayo Clinic).

And to paraphrase Steve Jobs, here’s one more thing: expect Apple to articulate a vision for integrating artificial intelligence and healthcare. The company recently joined the Partnership on Artificial Intelligence, a consortium dedicated to using AI for social good. AI, data, and healthcare are converging. I expect Apple to be at the center of that convergence.

This blog post is adapted from my ebook, Dr. Apple Will See You Now.

How a Brand Shares Its Culture through Visual Storytelling

Floating Opera

A journalist recently asked me whether all brands should be on Pinterest. My reply: brands need visual storytelling strategies — which may indeed involve a presence on Pinterest. I recently created for agency iCrossing a visual storytelling strategy that focuses on bringing to life iCrossing’s corporate culture. You may find a presentation about that strategy on SlideShare:

Visual storytelling has transformed how iCrossing creates brand love with its clients, influencers, and its own people. Visual stories have helped iCrossing improve its reach, visibility, and engagement. What’s your visual storytelling strategy?

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Apple Causes Panic in the First World

Apple is such a well-oiled machine that a rare misstep by one of the world’s most admired brands is front-page news. Consider Page 1 of the September 21 The Wall Street Journal: “Apple Makes a Wrong Turn as Users Blast Map Switch,” reports the WSJ breathlessly alongside an article about the U.S. presidential election and an analysis of the widely reported September 11 assault on the U.S. Libyan assembly. “Apple Makes a Wrong Turn” focuses on Apple’s decision to replace a Google Maps applications with an apparently less accurate Apple mapping software in the newest version of Apple’s OS operating software (iOS 6) for the iPhone. Yes, that’s right: a consumer uprising about mapping software on their iPhones receive the same level of attention as a discussion of a tragic assault that claimed lives and raises questions about U.S. security. Do our smartphones matter this much?

Hell, yes. Consider these stats from the TIME Wireless Issue:

  • Half of all Americans confess to sleeping next to our mobile phones.
  • About 65 percent of people around the world would prefer taking their mobile phones over their lunches to work if forced to choose.
  • Eight of out 10 people say they cannot go a single day without their mobile devices.

Meantime, one of out 10 people studied by Stanford say admit to feeling “fully addicted” to their iPhones. And evidently the overwhelming majority of iPhone users are emotionally dependent on Google Maps. When it became known that Apple iOS 6 swapped Google Maps software with Apple’s own, a firestorm of protest erupted. A new blog, The Amazing iOS 6 Maps, shares numerous inaccuracies in Apple’s mapping software, such as the disappearance of Sweden’s second-largest city, Gothenburg, and wrong names applied to streets and landmarks. CNET and The Huffington Post joined the groundswell of consumer complaints erupting across social media, including people protesting on Twitter.

To be sure, it’s important that consumers hold companies accountable for their mistakes, and it’s galling when powerful brands like Apple and Facebook foist changes upon us without first understanding what we want and need. But the Google Maps flap screams “First World Problem.” We buy our smartphones to enrich our lives, and instead our smartphones lead us around by our noses. Apple needs to fix inaccurate information in its mapping software, but meantime we might want to test another solution: ask a human being for directions.

NFL magazine: fumble or first down?

What publication do you read for in-depth coverage of the Super Bowl? Sports Illustrated or ESPN online, perhaps? If the National Football League has its way, your future choice will be NFL magazine, a recently launched publication covering all things NFL. By issuing its own official magazine, the NFL becomes the latest high-profile brand turned publisher. NFL magazine faces some obstacles, one of which is sports media saturation and a low profile in the digital world. The publication can succeed by becoming more digitally savvy and catering to content-hungry fantasy football enthusiasts.

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Where were you when Steve Jobs died?

Where were you when Steve Jobs died, and how did you hear the news?

I was snacking on pot stickers with my family at my sister-in-law’s apartment last night when I noticed my Facebook status feed exploding with reports about the death of Steve Jobs — news reported by citizen journalists like you and me. For me, the flood of information began with a simple “RIP Steve Jobs” from my iCrossing colleague Kristen Deye (which I read on my Apple iPhone), followed quickly by an overwhelming number of hastily written tributes and some occasional “iSads” status updates from many other Facebook friends.

Within seconds, my friend John Hensler and I were texting each other personal reactions on our iPhones. Ironically, hours earlier, John and I had collaborated on a blog post about why we were not upgrading to the iPhone 4S — and ours was just one post amid a flurry of commentary that is inevitable when Apple, the world’s most powerful news maker, has something to share.

As an afterthought, I checked CNN’s coverage of his death, but I was more interested in the raw, real-time outpouring of emotion from everyday people — friends like Andrea Harrison, who wrote on her Facebook wall, “We lost a visionary tonight”; Roger Wong, who blogged about how Steve Jobs changed his life, Lisa M. Blacker, who (like many others) posted a YouTube video of a Stanford commencement address delivered by Steve Jobs in 2005; or Sam Decker, who shared on Facebook a photo of the desk Sam used on his first job out of college — a desk littered with Apple equipment.

As my friend Augie Ray wrote on his Facebook wall, “It’s really kind of touching to see virtually every tweet and post be about Steve Jobs. True influence isn’t measured in Twitter followers.”

Later that evening, iCrossing CEO Don Scales sent a heart-felt email to all employees discussing his reaction to Steve Jobs’s passing away, and he also tweeted, “What an amazing person. Steve Jobs. No one is worthy. No one.” I read Don’s communiqué (as well as a blog post by Seth Godin) on my work-supplied Apple MacBook Pro while my daughter sat next to me writing a short story on her MacBook and listened to music on her iPod Shuffle.

We can’t all be visionaries like Steve Jobs was. But we can create great experiences for other people as he did. The company that Steve Jobs turned into one of the greatest brands in history is embedded in my home and work life (as it probably is for you or someone you know) because Apple puts people first. I want to remember Steve Jobs by putting people first.

Meantime, it will be interesting to see how the brand that was embodied by Steve Jobs evolves without him.

So where were you when Steve Jobs died?

Note: you can share your own thoughts about Steve Jobs by emailing rememberingsteve@apple.com.

Will the Apple brand become more open without Steve Jobs?

Where is the Apple brand headed in the aftermath of Steve Jobs’s resignation as CEO?

It’s a significant question for one of the world’s most valuable companies (depending on the daily ups and downs of the stock market.) Steve Jobs is more than the face of the Apple brand — he is the Apple brand. The company has willingly benefitted from the strength of his own reputation, which makes it all the more difficult to build a brand without him.

Fortunately for Apple, as Steve Furman points out in his blog, the organization has an advantage obvious to millions of consumers: an unmatched reputation for creating innovative and user friendly products that have become part of our lives. But many observers associate those innovations with Steve Jobs personally. Here is what I think might happen now:

  • Apple might open up its brand with social media (a largely untapped opportunity for Apple) to show you more of its personality beyond Steve Jobs.

This is a sad time for Steve Jobs, and an interesting time for Apple.  How do you believe the Apple brand will evolve?


Are you acting like a digital steward or a fool?

Want to be a good digital steward? Teach yourself and your children digital literacy and manners.

That’s my reaction to a new Retrevo study on the lifestyle habits of digitally connected parents that Jennifer Jacobson of Retrevo kindly shared with me.

The report says a lot about how moms and dads try (emphasis on try) to balance their roles as parents with their use of digital. To wit:

  • Nearly 20 percent of parents who own iPhones say they’ve given up activities they enjoy in order to spend time on Facebook and Twitter (compared to 11 percent of all parents).
  • Nearly half of parents say they’ve used Facebook to learn about their kids’ friends.

I think the report is relevant to anyone who understands the meaning of being a steward for future generations, even if you are not a parent. Here’s how you can be a digital steward:

1. Teach children digital literacy

I agree that it’s important to understand how kids are using social to interact with each other (the digital bullying phenomenon alone is reason enough).

In addition, digital stewards (anyone who interacts with children – both parents and nonparents alike) have an obligation help children embrace the entire digital world – ranging from the devices required to communicate in society to the social media sites that we use to connect with each other.

I’m not suggesting you unleash mobile phones on children or allow them to roam free on social media sites without any supervision. But think of mobile phones, iPads, and social media platforms the same way you would your landline phone (if you still use one). At the right time, you teach your child how to use the phone as a communications tool. Digital is no different.

The sooner you prepare your child for the digital world, the better. To put your head in the sand is to deny your child an essential skill: digital literacy.

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