Saturday, July 17, 2010

Making "All" Users Happy

Apple - one of the best marketing company is experiencing one of their worst marketing challenges ever.

iPhone4 has been in news for all the wrong reasons. The problem has been accentuated by the negative word of mouth it is receiving on social media. It would be interesting to see how the problem is solved by the guru of marketing.  May be it will be a part of the case studies in near future as well.

As of now, Apple has admitted that there was a mistake and is trying hard to rectify the problem as soon as possible.  Admitting the mistake is an important step considering the trust in the quality of the product that Apple enjoys - both from its users & non users.

Secondly, they are giving away free cases till Sept 30 which will help solve the problem temporarily. Giving something free is important for customer delight in cases such as these. In fact, we as customers expect it. The question is that will there be a free replacement of the handsets if and when the problem is solved?

If the customer focus of Apple in the past is anything to go by, I will not be surprised if there will be something on that lines. This was emphasized on by Jobs in the press conference as well.

"We want to make all our users happy. If you don’t know that, you don’t know Apple."

After this and knowing that there is a true intent behind the statement,  who wouldn't want to buy an Apple product?

1 comment:

Neeraj said...

I was gonna get iphone 4 but after that news, dropped the idea..Google's Android rocks!!