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The Company Repair Process     client           The Local Customer Service Center             Maintenance、                ...
It can be seen Apples after-sales service is also one of his strengthsCustomer LoyaltyAt a very general level, loyalty is ...
( Corporation Social Responsibility ) Apple goes green Corporateadaptability. Although he died, but people still worship h...
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Apple's after-sale services

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Apple's after-sale services

  1. 1. The Company Repair Process client The Local Customer Service Center Maintenance、 Change Store The Local There Were Repair APPLEMaintenance、 Customer No Customer Customer Change Department Service Center Service Center Service Store Maintenance、 Store Client Change Client APPLE Customer service operation flow chart Product hardware damage within 15 days APPLE Customer Service verify invoice date and confirmed fault Fill in service report Service center and Change machine repair mobile phone Customer accept Over Maintenance Over Or not ?Apple Terms of ServiceApple call center: Apple call center has 20000 telephones, is the worldslargest call center, the incoming calls are more than 1800000 every dayand the numbers are increasing.
  2. 2. It can be seen Apples after-sales service is also one of his strengthsCustomer LoyaltyAt a very general level, loyalty is something that consumers may exhibitto brands, services, stores, product categories, and activities. There aretwo advantages of customer loyalty programs. One is to increase salesrevenues by raising purchase levels, and increasing the range of productsbought from the supplier. The other is more defensive –– by building acloser bond between the brand and current customers it is hoped tomaintain the current customer base. While loyalty programs can havemany other peripheral goals – such as furthering cross-selling, creatingdatabases, aiding trade relations, assisting brand PR(public relations),establishing alliances, etc.Apple is a fantastic example of leveraging customer loyalty pillars, butthe most important takeaway is that it is relevant to their customers.They know who their customers are, what they want and how to makethem feel like Apple understands them. You can’t just try to mimicApple- you need to know what pillars are important to your owncustomers in order to generate loyalty.Brand ImageSpeaking of apple’s brand image, I must mention Steve Jobs. Steve Jobsis a very important person for Apple and for all the stock holders as itmeans billions in stock price for them Shareholder requests for more CSR
  3. 3. ( Corporation Social Responsibility ) Apple goes green Corporateadaptability. Although he died, but people still worship him.Apple has a strong brand image, which enables it to command a premiumprice for its products and gives it an edge over regional as well as globalcompetitors. The Apple brand is well recognized amongst mostconsumers. Apple’s products enjoy a high level of brand awareness andbrand recognition throughout all its markets. Moreover, the company’sbrand ranking, as per Interbrand, has been improving in recent years.Apple’s brand value jumped 84 percent to $153.3 billion in 2011, mostlydue to the iPad’s wild popularity and the iPhone’s continued growth.Apple leverages its brand image to differentiate its product offering anddrive sales. The company’s strong brand enables it to command apremium pricing and create significant demand for its products such asiMac, iPod, iPhone and iPad. For instance, the company sold 300,000iPads on the first day of its launch in the US in April 2010. Strong brandimage gives the company an edge over regional competitors and otherglobal competitors such as Sony.

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  • mmohsenn

    Mar. 3, 2018

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