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Customer service analysis and plan

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Part 1: Customer Service Analysis

Business information

Apple Inc. is a worldwide corporation that was founded in 1976 and is based in

Cupertino, California. As of June 2022, Apple was the largest corporation in the world by market

valuation, the fourth-largest home computer supplier by unit sales, and the second-largest cell

phone maker in the world, with revenues of US$365.8 billion in 2021. Along with Microsoft,

Alphabet, Meta, and Amazon, it is one of the "Big Five" American IT giants. Apple Inc. (Apple)

creates and sells a wide variety of electronic devices and software, including personal computers,

tablets, smartphones, wearables, and accessories. Goods offered by the business includeIpod

touch, Beat products, Apple Watch, Apple TV, AirPods, iPad, Mac, iPhone, and accessories.

General customer profile for Apple is that it primarily caters to people from the middle class and

above, who have the disposable income to invest in technology that offers a superior user

experience. This indicates that these customers have greater discretionary money and are

prepared to pay higher prices for Apple's goods.

Customer engagement practices

Apple involve in different engagement practices when interacting with customers. For

example Customer opinion, whether positive or negative, is welcome on the Apple Support page.

Their ability to immediately address complaints and show appreciation for those who have

complimented them has created an environment where everyone feels important. This helps to

foster useful feedback and establishes long-lasting connections with clients. As part of their

training, new hires receive lessons on the importance of showing empathy (how to interpret non-

verbal communication), fundamental sales methods, and linguistic skills. Training in general

includes extensive role-playing. Learning these skills will help you in all aspects of life, from
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reading body language to persuading others. The disposal of outdated or malfunctioning

electronics is Apple's largest environmental concern. Device disposal may be expensive,

especially for those that include lithium batteries. This may distract customer atmosphere. The

engagement practices for Apple helps in alignment to organizational vision, higher employee

performance, and increased customer satisfaction. On rating customer engagement, it has a good

score above 75 percent. The greatest challenges in relation to customer service is that the

customer concerns or issues take time to be resolved.

Customer communication practices

The business fills the communication gap to advance solutions. Apple's decision-makers

continuously enhance their customer experience approach to provide unique, useful, and high-

quality goods. The closed system makes sure that only official outlets are used for

communication. Other platforms, including social media, may not be used by employees for

official communications. However, the CEO and founders frequently discuss the business on

their personal social media profiles. Beyond its products, Apple pays close attention to the

packaging and the associated experience. The business goes above and above and devotes just as

much care to detail to its packaging as it does to every product, rather than simply delivering the

purchased products in ordinary cardboard packing. Regarding professional development, 368

Apple workers give their employer a mediocre rating. When compared to its rivals IBM, Google,

Amazon, Microsoft, and Samsung, Apple's score comes in fifth position. Most Apple employees,

both men and women, claim to get criticism on how they might do things better. The bulk of the

team lacks a mentor at work, who is often able to offer advice and comments. The IT department

is rated as the workplace at Apple that employees find to be the most demanding. Such levels are

not appropriate with the type of business Apple is investing on. The Apple employees uses
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verbal communication style amongst themselves when they are around customers which

contributes to a positive perception of the business.

Digital presence for the business

Apple has a website: www.apple.com. Apple launched the Apple Store online, which was

connected to a novel form of build-to-order manufacturing that PC maker Dell had utilized

effectively. Jobs's decisions paid off; at the conclusion of his first year in the role of CEO, the

business had made a $309 million profit. The website is friendly and has enough information.

Apple uses the social media such as Instagram, Facebook, and Twitter to advertise its products

which attract many customers. The feedback that the company gets from the customers is

essential in creating a good image of Apple. One can sign in through https://support.apple.com

by an email to ask questions and get feedback from the company. The appropriateness to such

kind of business is important.

Customer feedback mechanisms

Apple's mechanism for providing customer feedback is the aptly-named Feedback

Assistant (née Radar). Customers are directed to such mechanisms and they use them. Apple has

also found that feedback surveys are a particularly effective tool to learn about its customers.

After a consumer makes a purchase, the corporation sends them questionnaires through email.

Customers are asked to assess their degree of satisfaction and likelihood of making another

purchase. The feedback received is toward creating a positive atmosphere for customer service

since the company adjusts its operations according to customer needs.

Review of customer value perceptions

Apple has developed a persuasive customer experience strategy in order to provide top-

notch goods and foster unstoppable client pleasure. The reason the business is at its pinnacle of
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success is because it provides the finest customer experience via the use of cutting-edge

software, hardware, and the annual planning of excellent items. Apple has established its value

via voluntary exchange with its consumers; it has persuaded them that its goods are more

valuable than those of its rivals, and unmistakably, those customers concur. Because they offer

experiences, the Apple brand attracts repeat buyers. Because Apple fans like their goods, they

forge strong ties and exhibit steadfast commitment through encouraging independent thinking

and community. Customers keep coming back because of the genuine connection. Therefore, the

business atmosphere contributes the perception of value for the business. The information is

readily available for new customers when considering their purchase decision. The employees

seem knowledgeable – especially front-line employees interacting with customers the most. The

manager typically have to get involved to help with significant decision. The customers do not

have to complete paperwork because they can purchase their product online with a click of a

button therefore they have to spend time in initiating the purchase process. The service offered is

geared toward creating opportunities for future sales. The business use technology to manage

customer flow which creates a positive customer perception.

Part 2: Customer service plan

Customer engagement plan

The following customer service engagement practices are recommended to be

implemented to create a better customer service environment: hire the right people and treat them

well, appropriately manage customer expectations, constantly collect data, maintain focus,

analyze customer complaints and concerns, seek and promote customer feedback, set and

communicate clear service standards, delight customers by exceeding their expectations, create

easy and effortless customer service, build a customer focused team culture, capture and share
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examples of great service, and invest in customer service training. The impact will be positive if

the recommendations are implemented. Some of the most typical ways engaged consumers may

help Apple company include increased income, loyalty, and advocacy. The capacity to develop

better goods and services with these customers is a result of successful customer involvement

that is underappreciated.

Customer communication plan

The following involves customer communications practices that managers would

recommend to be implemented to create a better customer service environment: use positive

language with a touch of empathy, provide thorough answers to technical questions, make

communication clear and concise, avoid negative phrases, actively listening to others, being

aware of and projecting positive body language, being open minded to other peoples' ideas and

preferences, ensuring one adhere to email etiquette, and being respectful in the way you

communicate. When a business uses inadequate customer communication strategies, it misses

out on client feedback. The more a company's owner comprehends the value of good customer

communication, the more probable it is that they will wish to improve any subpar customer

communication procedures or policies. The impact is positive and significant since it establishes

and maintains trust between the business and clients.

Digital presence plan

The following are some of the methods or rationale for improving the Apple’s digital

presence to create a better customer service environment: define the niche (identify target

demographics, analyze the industry, and do research), craft own message by keeping it credible

and simple, use advertising tools such as Twitter and Facebook, create a campaign through

research the competitors, and building a strategy around targeted goals, then evaluate results by
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using tracking tools that sends updates automatically. This will have a great impact on the

company because by having a digital presence, the company may not only advertise its brand and

reach more prospective consumers, but it can also influence people to take the necessary action.

Repeating this approach will result in more conversions and continuous lead production.

Customer feedback plan

The recommended customer feedback practices that would create a better customer

service environment include: categorize the feedback collected, use feedback for internal

brainstorming, take action to the customer feedback, track behavior to optimize the feedback

loop, collect feedback across various channels, and tailor the feedback process to the company

objectives. Customer feedback is the knowledge, opinions, concerns, and suggestions that

members of your community have expressed about their interactions with a business, goods, or

services. Even (and particularly) when it is unfavorable, this feedback may inspire good change

in any firm by guiding changes to the customer experience.

Review of customer value perceptions

The techniques to increase the value perception of the product or service to create a better

customer service environment include: improve design aesthetics, raise product price, use charm

pricing, emphasize quality, convey authenticity, leverage influencers, point out that a product is

worth more than company’s charging, and embrace social responsibility. Customer perceived

value is significant because it allows marketing experts to anticipate how customers will perceive

a product. When an item's perceived worth rises, a corporation or firm may charge more for it or

sell more of it, both of which enhance profits. The key is perception. Company’s ability to obtain

financing may also be impacted by how your customers see your business. Customer perception
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has an influence on customer acquisition and retention. In other words, cultivating a favorable

consumer impression is essential to a success.