Jobs was smart in understanding that an amazing Retail experience is a critical link to customer loyalty and brand building.

So, today, I say goodbye to my Samsung Infuse Android Phone and hello to an Apple iPhone.

Why?  Because I know two things:

Last July my Wife and I decided to get rid of our Blackberries and upgrade to new phones.   

My Wife went with an iPhone, while I decided to get an Android phone and went with the Samsung Infuse.  Both from ATT.

• The phone did not work one time.
• We went to the Apple store.
• Apple fixed it.
• We have never been back and the phone works.

The phone immediately started to power cycle on and off (with no reason), crash several times a day, and require at least two "battery pulls" a day.

So I did.   Via Facebook and twitter.

I was asked to send an email to a Samsung@gmail.com account.

Really, seriously, the Samsung Facebook support team uses GMAIL to provide support.

After clearly saying to my support team member that I was not interested in sending my phone to a repair center to wait for weeks to have it looked at the support team member did exactly that.

They created a RMA number and sent me a UPS label so that I could send my phone to the support center for repair.

After I told them I did not want that option.

I then got a phone call today from the support center asking when they would receive the phone.

I said they would never receive the phone.

I asked where their retail locations were so I could bring it in to have it looked at.

Oh, right, they don't have any retail locations.

So, pretty soon, I'll be switching my phone to an iPhone because: