Customer retention and loyalty are two of the key aspects that Apple has been focusing on. Fred Reichheld’s popular book, The Ultimate Question, explains how Apple used Net Promoter Score prior to 2006 to influence its practices. Your marketing team is on the front lines when it comes to facilitating the perception that customers have about your brand. Contrary to the common belief that Apple doesn’t like to listen to its customers, Apple was one of the first big proponents of Net Promoter Score. Basically, eNPS helps you find out how happy your employees are working at your company, and how likely they are to recommend your business as a working place to others. Concerns that getting an answer from the company might be difficult if the product doesn’t work as it should also come into play. The Apple Pencil’s weight is distributed in such a way as to ensure that no matter which way it’s placed, it always rolls over to display the word “pencil.” Its weight distribution also reduces its momentum when rolling, thus reducing the risk of it rolling off the table. Hopefully, they’ll be more interested in the thought leadership you’re sharing with the industry. That might not seem impressive, but it’s actually a pretty good score, given that eNPS is usually lower than NPS since employees are stricter critics than customers. Keeping track of the various ways customers continue to engage, and then sharing that information with their account owner can be a valuable way to increase stickiness or identify potential upsell opportunities. By understanding why and how Apple achieves high customer loyalty, you can create a process that improves customer satisfaction in your own company. And if consumers are happy with the products they buy, they will probably recommend them to others, or just talk about them online. Why is Apple’s Net Promoter Score important, you ask? Why is that relevant? They were that sure! Here’s how Apple is trying to retain its customers: The most important strategy that Apple focusses on in order to retain its customers is solidified its brand. Therefore, the present Apple users keep waiting for the new versions of the new products. The brand’s services are usually highly oriented towards offering users a personalized experience. By that, we don’t mean they just create products that are new. It holds over 40% of the US smartphone market and has a fantastical 87% brand loyalty across the US and Europe. Customers can get in touch with Apple’s support team through live chat, email, or by phone. However, the most important part is their marketing strategies. How to Boost Your PR Efforts with Brand Monitoring? Apple has impressively managed to urge the users to stay with the brand for a very long period of time. According to research, 84% of consumers say it is somewhat important that the company they buy from is innovative. How does omnichannel support contribute to a high customer satisfaction, you ask? Whether you run a technology business or have an unrelated brand and want to learn from Apple’s amazing success, the factors below can help you improve your customer loyalty and retention: One of the most frequent reasons customers don’t purchase something – especially an expensive or unique product – is anxiety about whether or not it will work as it should. A simple Google search is enough to reveal how many Apple customers are pleased with the unique experiences the brand offered them – like replacing a phone for free because a customer waited too long for the problem to be diagnosed, or replacing a month-old computer with a brand new one because a key was depressed for someone who was going to college. The 4th step (“Listen for and resolve issues or concerns”) encourages employees to get to know their customers better so that they can offer them a higher degree of convenience and personalization. According to Reichheld’s book, internal studies showed that Detractors whom Apple contacted within 24 hours were significantly more likely to buy Apple products in the future than Detractors that couldn’t be reached. A focus on continually improving and increasing Net Promoter Score affects every level of work at Apple, from the big picture to day-to-day store operations. If there are any issues with their product, people know they can easily make a reservation at their local Genius Bar, and take the product in for support. If you’re not familiar with eNPS, it stands for Employee Net Promoter Score, and it’s a derivative of the NPS methodology.
The fact that convenience is important is a no-brainer, but what about personalization? Research by Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer. Consider this – the company has a dedicated packaging designer who spends months opening prototype boxes made by Apple’s designers. Because happy, satisfied employees are productive employees! Maybe you could start an exclusive “tribe” of peers in the industry to collaborate on specific challenges. Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. But smart marketers know that it’s more cost-effective to renew business with an existing customer than to acquire a new lead. Therefore, the users really don’t have a valid reason to move out of the ecosystem.
For instance, Apple Music uses personalization to pick the best soundtracks for every user. (2020 NPS Benchmark). And, Apple has been doing everything possible to boost its brand as well. Gradually, it will come to the point that consumers only give preference to devices that work best in the ecosystem where they live. Additionally, it enables users to flawlessly share their data, like photos or music across different devices. Apple’s emphasis on simplicity is immediately noticeable when you consider that most Apple services support single sign-on features. For instance, you can use your Apple ID to access all services hosted by Apple, which is much more straightforward than having users keep track of multiple IDs to use different services. And, also, the fact that all the products can integrate with one another makes it easier to sync the products. Yes, it seems it is. And, there is no doubt about the fact that the company gets tons of benefits from its superb techniques aimed to boost customer loyalty, and, it even amplifies the overall chances of the retention of the customers. How Airlines Use NPS to Improve Their Customer Satisfaction Ratings, eNPS - Measure and Improve Employee Experience, 14 Unique Retently Features - Things That Only This CX Service Can Do, NPS, CSAT and CES - Customer Satisfaction Metrics to Track in 2020. Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company. A lot of testing goes into making the packaging a joyful experience for the customer. The users find it very easy to become a part of the Apple ecosystem, but it is not that easy to get out of it. 2318 Louis Rd, Suite B, Palo Alto, CA 94303, USA. So think less about profit and more about customer value. After all, only an employee who truly believes the service they are selling is the best in the market can turn a customer into a Promoter. The company has been doing everything possible to launch newer products and newer versions of the products in the market. If employees are unhappy, eNPS lets you know about that so you can take action. Luckily, companies can use several strategies to retain more customers and facilitate repeat business. But, it is definitely not easy to convince an Apple user to switch to any other platform. The result of this is that buying and opening an Apple product is a sensory experience. How can you amplify their success? And consumers notice that. Apple has been nurturing customer retention and loyalty for a very long time. 1. Customers are making the purchase based not just on the quality of a product, but on the quality of the service that accompanies it. Customer retention is all about … Apple essentially prevents accidental Caps Lock keystrokes by requiring users to hold the Caps Lock key a bit longer for it to turn on.
Well, it seems that companies with omnichannel engagement strategies manage to retain around 89% of their customers, and 64% of consumers expect to receive real-time assistance regardless of the channel they use. Also, increasing personalization on more channels can increase consumer spending by around 500%. Here are a few things the company does to keep employees happy and motivated: It’s predicted that, by 2020, customer experience will overtake price and product when it comes to brand differentiation on the market. The score showcases how many people are happy with your brand, and how many actually promote it. And when users noticed problems with the product, they were quick to act on that feedback. The most successful companies don’t just focus their marketing efforts on acquiring new customers; they are intentional about transforming customers into raving fans of their brand. Apple marketers give the users valid reasons to stay in the ecosystem and most of the reasons are actually hard to ignore. Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. The current ecosystem carefully cultivated by Apple is a powerful customer retention strategy. As per one of the surveys, 21% of iOS consumers openly accepted the fact that they will never leave the Apple ecosystem. 4 Simple Ways to Improve Your Blog Content and Boost Traffic, Dentists and Doctors Should Rethink Marketing Basics, 6 Employee Wellness Ideas to Rejuvenate Your Workplace. One of the Apple’s strengths is best expressed through a simple rule: “Sell an experience, not a product.”.