I received a survey from Apple today about my experience at the Genius Bar. They wanted me to rate my experience and give them feedback. Perfect — I had called the store and tried to find an email address but to no avail. So I filled out the survey and one hour later, a Genius called me to follow-up, capture the info from my survey, and then is going to get the info to the stores so they can better service the next customer that comes along that has the same issue with iWeb that I had. How incredible is that?
It’s this kind of customer service that keeps people converting to Macs, iPhones, iPods. While a lot of companies are trying to copy the design and slick details of the devices themselves, what’s winning people over is the friendly, helpful service – a much more difficult business to copy. I like that I’m treated humanely with a sympathetic ear, that they go out of their way to help me, see if I’m satisfied once I’ve left the building, and if it turns out I’m in any way disappointed, they want to mend their ways.
Imagine if every business, big or small, regardless of industry, was striving to be the Apple among their competitors? Apple would be well within its right to set up a consulting arm to teach companies how to do business the Apple-way. And we’d all live in a better world thanks to their efforts.
Published by Christa Avampato
IN BRIEF
Author, journalist, digital product manager, and licensed New York City tour guide. Creator and host of NYC's Secrets and Lies. Alumna of the University of Pennsylvania (BA), the Darden School of Business at the University of Virginia (MBA), Arizona State University (Biomimicry), and the University of Cambridge (MSt in Sustainability Leadership).
I build digital media platforms, report on urban climate resilience and biodiversity, and produce live narrative experiences that connect communities to history, nature, and place.
THE DEEP DIVE
My work centers on a single thread: building systems and stories that foster deep connection to our shared world. Across digital streaming, environmental reporting, and live civic storytelling, I design experiences that help people understand complex ideas and the environments around them.
DIGITAL PRODUCT STRATEGY & MEDIA LEADERSHIP
At Carnegie Hall, I serve as Digital Product Manager, leading product strategy, operations, and technical delivery for the video streaming platform Carnegie Hall+. I translate artistic mission into scalable, high-performance streaming architecture that reaches audiences globally. Previously, I led agile product and delivery teams across operations and compliance at American Express, managed Broadway theatrical productions and national tours, and guided strategic initiatives across cultural institutions.
ENVIRONMENTAL JOURNALISM & AUTHORSHIP
As a freelance journalist, I investigate how living systems, urban infrastructure, and human culture intersect. My reported features on urban decarbonization, biodiversity, coastal resilience, and biomimicry appear in publications including Smithsonian Magazine, The Washington Post, Mongabay, Natural History Magazine, and Foreign Policy Magazine. In fiction, I write the Emerson Page young adult novel series, alongside upcoming historical fiction and nonfiction works on New York history, mythology, and human resilience. I also write Togetherhood, a LinkedIn newsletter focused on urban ecology and community restoration, and co-host the podcast Frameworks in the Wild.
LIVE EXPERIENCE & CIVIC STORYTELLING
As a licensed New York City tour guide and live event producer, I transform urban landscapes into shared narrative encounters. I created, produce, and host NYC's Secrets and Lies, an interactive live storytelling series staged across cultural landmarks including the New York Transit Museum, the South Street Seaport Museum, and the historic tall ship Wavertree. I also design and lead site-specific walking tours exploring coastal ecology, food history, and neighborhood evolution, often with partners at Climate Week NYC and the Natural Areas Conservancy.
DOUBLE OR NOTHING MEDIA
Through my independent production studio, Double or Nothing Media, I develop ventures across media, ecology, and public history:
Digital Products & Strategy: Architecting scalable digital platforms, streaming experiences, and operational models for mission-driven institutions.
Environmental Reporting & Publications: Delivering long-form reporting, books, and newsletters grounded in climate resilience and regenerative design.
Site-Specific Live Storytelling: Producing immersive live shows and educational walking tours that engage public audiences in community history.
CONNECT
Website & Production Hub: doubleornothingmedia.com and christaavampato.com
Newsletter: Togetherhood on LinkedIn - linkedin.com/newsletters/togetherhood-7273771832221089792/
Instagram & Threads: @christarosenyc
Emerson Page Novels: emersonpagebook.wordpress.com/
View all posts by Christa Avampato
I received a survey from Apple today about my experience at the Genius Bar. They wanted me to rate my experience and give them feedback. Perfect — I had called the store and tried to find an email address but to no avail. So I filled out the survey and one hour later, a Genius called me to follow-up, capture the info from my survey, and then is going to get the info to the stores so they can better service the next customer that comes along that has the same issue with iWeb that I had. How incredible is that?
