Essay on Customer journey in Apple Inc
Added on 2021-02-20
23 Pages4063 Words435 Views
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ESSAY
TABLE OF CONTENTSRESEARCHING GAPS AND FURTHER DEVELOPING CUSTOMER JOURNEYS...............3INTRODUCTION...........................................................................................................................3MAIN BODY...................................................................................................................................3CONCLUSION..............................................................................................................................14(after results 18-25 before 35 to 40)..............................................................................................15DIGITAL EXECUTION...............................................................................................................20INTRODUCTION.........................................................................................................................20MAIN BODY.................................................................................................................................20CONCLUSION..............................................................................................................................22REFERENCES..............................................................................................................................23
RESEARCHING GAPS AND FURTHER DEVELOPING CUSTOMERJOURNEYSINTRODUCTIONCustomers journey is the complete sum of experience that customers go through wheninteracting with the company and brand. It is the visual representation of customer experiencewith the product of the company (Halvorsrud, Kvale and Følstad, 2016). Customer journeymapping emphasize on particular needs of customers at different stage in the buying funnel. This present report includes Apple Inc. which is an American multinational technologycompany. The headquarters of the company is located in California, Cupertino. They design ,develops and sell consumer electronics, computer software and online services. Company wasfounded in 1976 by Steve Jobs, Steve Wozniak and Ronald Wayne. This assignment will presentthe customer journey of customers buying iPhone through survey with the customers. MAIN BODYQUESTIONNAIREName of Responders:Age:Gender:Link: https://www.surveymonkey.com/results/SM-ZTYFYB6J7/1.What is your age group? 18 to 25 years 25 to 35 years35 to 40 years40 and above2.Are you aware of online purchasing channels? Highly AwareAwareNeutral Not Aware3.What is the role of internet plays in the purchase of the products? For reviewing the features
For purchasing of products For Comparing of two products 4.What channels do you use at the time of purchase?Social Media PagesCompany WebsiteShopping AppsAll the above5.While taking the purchase decisions, what are the important information you consider?Time of Delivery Discount OffersReturn and Refund Policies Comparing online and offline price of the product 6.What are the common sites that you basically used for product reviews? Shopping Apps (Amazon)Angie's ListConsumer reports G2 Crowd Others 7.Do you get attracted by online channels? YesNoMay be8.Do you think digital engagement of customers is very important for company nowadays? YesNoMay be
Analysis of Customer Survey on Online PurchaseTheme 1: Most of the customers are falling in the age group of 18 to 25 years.ANSWER CHOICES–RESPONSES––18 to 25 years55.00%11–25 to 35 years20.00%4–35 to 40 years15.00%3–40 and above10.00%2TOTAL20
Interpretation: The above survey conducted from 20 customers on their onlineperception and it is identified that, most of customers in the survey were falling in the age groupof 18 to 25 years of age. About 4 were belongs to the age group between 25 to 35 years of ageand about 3 were falling in 35 to 40 years of age. Only 2 customers were above 40 years of age.Thus, it can be said that, the target audience of Apple in launching new iPhone series will be ofpeople with the age group of 18 to 25 years of age. Theme 2: Customers are aware of online purchasing channels.ANSWER CHOICES–RESPONSES––Highly Aware25.00%5–Aware45.00%10–Neutral25.00%4–Not Aware5.00%1TOTAL20
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