Customer Experience MG562 - Apple Report

Customer Experience
MG562 - Apple Report
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INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Value proposition is of the selected organisation...................................................................3
Delivering of the customer experience...................................................................................4
Customers of company...........................................................................................................4
The Six Pillars of Customer Experience Model.....................................................................5
What are the implications of digital disruption to the delivery of the customer experience for
this organisation......................................................................................................................7
Recommendations..................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
Appendix........................................................................................................................................11
Questionnaire........................................................................................................................11
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INTRODUCTION
Consumer experience is termed as a process in which consumer perceive e the brand
through all the interaction in consumer life cycle process for an organisation. Consumer
experience is important as this allows company to have proper track on the journey of consumers
with the help of different channels and platforms (Ahn and Kwon, 2021). By enhancing
experience of consumer organisation can enhance loyalty satisfaction of consumers. This will
facilitate company to assure higher growth and profitability within respective industrial sector.
Consumer experience is basically an interaction that a consumer has with an organisation in their
entire journey of consumer life cycle process. This report has been conducted on Apple which is
operating its business services as a multinational technology organisation. This organisation is
holding specialisations in computer software electronics and other online services. Apple is
world largest technology organisation by revenue and offers high quality of products and
services to consumers around the world. Present report includes value proposition of Apple along
with six pillars of consumer experience model and digital disruption implication as to deliver
high consumer experience. Furthermore, report is also inclusive of recommendations through
which organisation can duly satisfy consumers while providing time high level of consumer
experience.
MAIN BODY
Value proposition is of the selected organisation
Apple is a leading organisation and offer wide range of products and services in different
industrial areas that include cloud computing, computer hardware and software, consumer
electronics, digital distribution, media, financial, technology, artificial intelligence and more.
Organisation value proposition is to properly understand consumer better than anyone.
Furthermore, to be more to be energetic and innovative and offer consumer's highly qualitative
services with advanced technology is core value proportion of respective company. To fulfil this
Apple duly utilizes their strength as to deliver unbeatable services and value customers around
the world. Furthermore, it has been evaluated that organisation treat and believes their consumers
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in a way in which they duly like to be treated. In addition to this Apple provide outstanding value
to their consumers as to enhance their overall level of satisfaction and retain them for longer
period of time. There are some of the value driven strategy of Apple include understanding
consumer choices, enhancing competitiveness options by providing more products, evaluating
consumer segment, making improvement with the help of innovation in service quality and focus
upon what is meaningful to consumers. Along with this company duly treat their consumers by
offering them higher quality services with uniqueness and innovativeness.
Delivering of the customer experience
By taking assistance of value promotion strategy Apple deliver high consumer experience
to the consumer segment within this organisation implement innovation uniqueness advanced
Technologies such as artificial intelligence to offer safety and security in their products and
services to consumers by maintaining quality uniqueness and innovativeness in their products
and services (Quach and Thaichon, 2021). Apple beat their rivals in terms of security,
advancements and innovativeness. In addition to this, it has been evaluated that Apple consistent
their position by marketing with the help of good consumer services and reliability on their
products that company duly created as comparing consumer experience strategy by offering top
quality products company double consumer satisfaction. This company is performing as a
leading organisation as they emphasize upon bringing best consumer experience through their
innovative hardware, software and planning great products every year which are worth more than
their competitors. Along with this apple generic strategy is brought differentiation which
emphasize upon key features that duly differentiate organisation and its information technology
products from its competitors. This makes Apple stand out in the market with the help of
focusing upon their value generation strategy Apple deliver higher consumer services and duly
maintained their profitability and successful than industry.
Customers of company
By taking assistance of broad differentiation strategy and other value proposition strategies
Apple deliver high level of consumer experiences. However, it has been identified that Apple
uses premium pricing strategy for some of their products such as iPhone as this product of
company is having good best better line up. Apple offer advanced technology products to their
consumers. Furthermore, it has been underlined that Apple pricing strategy is differentiation in
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