Professional Documents
Culture Documents
Mohamed Hamdy Elwan ID: A00409549
Mohamed Hamdy Elwan ID: A00409549
ID: A00409549
CRM
The customer experience strategy
Apple
exceptional in developing long-lasting relationships with the purchasers.
You will be overwhelmed to know that Apple’s success is not about
making money but about earning the trust and loyalty of its customers.
Apple focuses on super-persuasive marketing for building strong Apple
customer engagement. Building an effective Customer engagement is a
subjective matter, but buyers love Apple products and become loyal
customers. Apple products speak for themselves, so they have kept the
marketing and visuals simple but appealing.
Apple has created a compelling customer experience strategy to deliver
top quality products and generate irresistible customer satisfaction. The
company is at the peak of success because it brings the best customer
experience through its innovative software, hardware, and planning great
products every year.Customer experience during the whole customer
life cycle is all that matters and Apple is very clear with that. Once,
you are inside an Apple Store, you can feel the brand value through
their store design.Its store experience is simply unique and
informative, that provides an experience worth cherishing every time
you visit an Apple store. This draws the customers even more to
Apple.
GOOGLE
It’s an ambitious aspiration, but one that Apple follows through on.
Apple’s consistently high NPS (Net Promoter Score) ratings
indicate that it’s remarkably good at retaining its customers.
Research recently reported that Apple’s operating system, iOS,
had loyalty rates of around 89%.
Customer touchpoints are the various stages or points where your brand
interacts with customers from start to end.
The purchase was made at your physical store, but the journey started
online with an ad and went through various mediums. This is why all
your customer touchpoints are important and designed to serve the
customers right. Based on which phase of the customer journey your
customers are in, customer touchpoints are divided into 3 buckets:
Before purchase
During purchase
After purchase
APPLE Customer loyalty and satisfaction methodologies
But for the first objective it's poorly presented in companies' metrics to
track. This is partly because measuring customer satisfaction is not as
straightforward as e.g. measuring revenue streams or website visitors,
making it hard to set up clear goals.
There are, however, some great methods and metrics out there
designed for exactly this purpose. Let's go through some that you can
apply in your business today.
But against these odds, Apple has managed to ensure that their large
global workforce, which includes a dispersed legion of frontline
employees at their retail stores, remain engaged and loyal .
When Apple finally started a Twitter account, they channeled the same
helpful voice you’d expect to find if you stopped by the Genius Bar or
called their customer support.
Apple doesn’t use generic responses. They vary, and you can always
tell they’re written by a real human
With all the customers Apple has, their support account must get
thousands of tweets a day. It would take a team working 24/7 just to
keep up… and they’d still probably fall behind on the international
customers
Apple doesn’t want angry customers getting even angrier when they
have to wait 12 hours for a response. That’s why their Twitter account is
careful about managing expectations This simple language (5am to 8pm
operating hours) is all it takes. Now anyone who messages the account
understands exactly why their question might not be answered right
away. You can do this too!
GOOGLE Effect of CRM on acquiring new customers
Apple built its reputation by breaking the rules and flaunting conventions
of how they were “supposed” to handle marketing and business. Even
though all the other tech companies were expanding aggressively into
social media, Apple refused to be swayed by the latest hot trend.