Why Apple is Apple? I think they have an almost Perfect circle customer experience.
In other words...
Why is Apple customers' appetite for its products insatiable?
Key points
- CX, the Customer experience
- Apple stores online / offline are jewellery
- Big Picture. Always the same message
To begin, we determine the circular process that differentiates Apple experience customer of others. His greatest achievement is the recommendation of its products. Users rely more on the reviews online and recommendations of friends who in advertising.
"The experience of the user is not added value, is the Central value."
1 CX, the Customer Experience (Circle of Apple)
- The user recommended the product to another. (Free publicity and recommendation)
- The client will buy the physical store or online. **(UX)
- Appstore: download apps and synchronizes it with all your Apple devices. (Simple)
- At any time makes a backup with a click (Tranquility and security of all safe)
- The learning curve is so simple and easy that even a child can use. (Easy)
- The user recommends the product again. (Free publicity, closes the circle)
Users rely more on the recommendations of friends and online reviews.
When someone recommends something engages with the recommendation which is to say that it is committed to recommending. I.e. it is recommended a product when you are absolutely satisfied with the.
"The experience of the user is not added value, is the Central value."
In more than 90 percent of consumers purchasing decisions are determined by the user experience (UX), then, this more that clear that user Experience today defines the buying decisions.
2. Apple Treats Its Shops Online / Offline as jewellery
When you enter an Apple store each of your products has a considerable distance to the next product that lets you hand only enjoy this product and on the other hand not distract you, this happens online and in their stores.
What happens when you go to a jewellery store?
• The products are exposed in an elegant way and that highlight them from others
• The products are displayed as unique, the distance to other products is essential.
• The products have an incalculable value because as they are exhibited.
• You can surround the devices to view them from any point of view...
• Lighting displays products in a way best.
• The seller makes you feel special.
• The packaging also sells.
3. Big Pictures, Always the Same Message.
Apple user experience goes from beginning to end. There is a detail for more minimum that is in which Apple does not remember the consumer excellent user experience.
This so-called "Big Picture" means that all the steps of apple will be cared for and monitored so that they keep the "same message".
Parallel examples between the experiences online/offline:
• Customer experience
Simple, everything at Apple is simple to find a product in the shop online or offline to configure your new iPhone, sync it with your Apple Watch or synchronize all your computers.
• All within reach of the hand
You walk into a store where it is easy to recognize the employee; always an employee waiting for you at the door to guide you, you turn your new device which you guide to set it up.
It is not a coincidence, all and each one of the processes in any field has the same basis, everything is simple, clear, and easy.
The message this thought from the "Big Picture" in every step of the experience online/offline.
"More than 85 percent of the consumers, chosen a competitor if the user experience is complex, i.e. If it is not simple to use.”Every step of the consumer should be used to attract him, this customer experience is and will be the point key to define if the customer becomes or is anger to competition".
User experience makes that companies save money on advertising, A better customer experience means to get more customers.
To summarize:
The user experience is a sum of all and each one of the experiences of the user / client. Extremely careful alignment in all user experiences makes Apple;
- Hardware
- Software
- UI/UX in Apps
- UX/CX in Backups
- CX/UX/UI in shops online / offline
- Simple
- Same quality, same bases in all the steps.
"The marketers and leaders who are innovating and transforming the customer experience understand that UX goes far beyond digital design. It’s a sales enablement tool, an opportunity to create customer experiences that engage and delight, and a vital subset of the overall customer journey. In order to create an effective and revenue-generating UX strategy, you must distill your brand story down to six seconds."
Dave Sutton