Introduction Company Background Apple‚ Inc.‚ formerly known as Apple Computer‚ Inc.‚ is a multinational corporation that designs‚ develops‚ and ultimately sells computer software‚ computers‚ and consumer electronics. It was founded by three men of an exceptional intellect; these three men being Steve Jobs‚ Steve Wozniak‚ and Ronald Wayne. Its headquarters is located in Cupertino‚ CA. This illustrious company came into play on April 1‚ 1976‚ and it was known as Apple Computer‚ Inc. on January 3‚ 1977
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market‚ customers are playing the leading role and customer satisfaction is one of the important factors affect the development of the companies. Knowing what customers think‚ feel‚ demand and choice preference is crucial for marketers because satisfying customers can means that a company not only gaining a customer but also survival in intense competition. Therefore‚ delighting customers can gain benefit from three aspects: keeping loyal for exist customers‚ attracting potential customers and getting
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1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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Kansas City MO 64111 USA 816-931-1414 Apple‚ Foxconn & Manufacturing Strategy By Quarterman Lee‚ P.E. Strategos‚ Inc. 23 June 2012 C O N S U L T A N TS • E N GI N E E R S • S T R A TE G I S T S www.strategosinc.com 1 © 2012 Strategos‚ Inc. Apple‚ Foxconn & Manufacturing Strategy Steve Jobs and Apple Computer once built a "factory of the future" in Fremont‚ California. They spent $20‚000‚000 and then closed it after just two years. Today‚ Apple ’s net worth is more than Poland. So
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2.1. Customer satisfaction definitions. Customer satisfaction has also been defined by another author as the extent to which a product’s perceived performance matches a buyer’s expectations (Kotler et al.‚ 2002‚ p. 8). According to Schiffman & Karun (2004) Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
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The Importance of Customer Service in E-commerce At least 28% of online shoppers abandon a purchase before completing it (Greenfield Online‚ 2000). Some consumers abandon purchases because they perceive it as riskier to shop online than shopping in stores or over the telephone where consumers can obtain direct and immediate information to offset the risk of the item not meeting their expectations (Greenfield Online‚ 2000). Other consumers find the checkout process confusing‚ and others abandon
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to function‚ it must first understand the needs of the customer. These needs may be based on the specific product‚ distribution of the product‚ or accessibility to the product‚ along with many other factors. The e-business revolution is a good example of understanding that the consumer is in need of fast service at their own time. Yantra Corp‚ a fulfillment software vendor in Tewksbury‚ MA states that “successful companies must let customers order products anywhere they sell them and fulfill orders
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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CHAPTER 1 INTRODUCTION INTRODUCTION ABOUT THE STUDY Under the modern marketing concept all marketing activities have to centre the consumer. Effective marketing therefore requires a clear picture of the consumer characteristics. Hence‚ it is the duty of business concern to study such factors to understand the consumer’s preference. Indian automobile industry is an ever growing industry. The industry has changed from being a seller’s market to a buyer’s market. Brand and media proliferation‚ information
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1. Complete Solutions to enhance customer satisfaction Apple’s products complement and complete each other. Buy an iPod‚ and you can download music via iTunes. For the average user‚ most Mac programs are produced by Apple. This sort of control over the entire user process‚ from hardware to software‚ strengthens customer loyalty. Apple users generally don’t have to stray to find products and solutions they want. Apple has sold more than 3m video downloads since it began offering them through its
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