Tuesday, May 17, 2011
Apple provides a variety of means for consumers to communication with the company on a particular question or concern. Apple customers have the opportunity to contact a representative regarding product or technical support through AppleCare’s Support site for quick and answer or feedback, Online Service Assiatnt for repair or service information or through a phone service. To make the phone service more accessible to customers, Apple has separate lines for each of their products. Among its other customer relations tactics, Apple has an Internet service available 24 hours a day 7 days a week. To get face-to-face support, Apple created the Genius Bar in every retail store for technical support or hardware repair.
Apple’s website they strategically present their investor relations. The “Stock Info” section provides the public with Apple Inc.’s (AAPL) daily stock numbers including, change, opening price, previous close price, day high and day low, and volume. The page also includes a chart to compare numbers to previous years. The “Earnings Releases” page provides the public with quarterly reports from the 2008 Fiscal Year to present. In their “Financial History” section, Apple provides links to the company’s 10-K filings as well as their quarterly income statements, balance sheet information and cash flow from operations information. Apple’s “Governance” highlights guidelines applicable to the Chief Executive Officer and other senior management. Its governance includes information pertaining to a business conduct policy and political contributions & expenditures. Apple’s most recent Quarter proved to be successful with an 83% revenue growth and 95% profit growth. During its most recent quarter iPhone sales saw a 113% increase. (Apple Reports Q2 2011 Results) The iPhone sales increase is representative of Apple’s termination of AT&T’s exclusivity to sell the smart phone device.
Sunday, May 15, 2011
On March 18th, AMEX integrated a Facebook tab into their AMEX rewards interface and encouraged members to share their most memorable thing they've spent their points on. This, to me, was brilliant!!In my opinion, you have two types of shoppers; you have the practical consumer (one who shops based on needs) and an emotional consumer (one who goes on emotionally driven shopping trips). This afforded consumers the opportunity to share their experiences with other emotionally driven shoppers. It gave them a reason to discuss their connection with the purchased item and as a result purchase more with points so they can further discuss the topic.
Lastly, AMEX had a sweepstake for travelers. The card members had to write about their favorite trip moment, describe the trip, and share images. The winner received $10,000 towards their dream trip. As a result, they had 500 entries and 28,300 likes.
“Our stepped up investment spending has helped us capitalize on opportunities during the early stages of the economic recovery and strengthen relationships with consumer, small business and corporate customers. By moving aggressively, we have also been able to expand our leadership role in online commerce, introduce the next generation of digital payments and deepen our relationships with merchants internationally” quoted from AMEX April 20th press release.