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April 10, 2007

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Exploring the reasons behind Apple’s “very satisfied” customers

Posted Apr. 10, ’07, 3:14 PM PT by Thomas Gagnon-van Leeuwen
Category | Apple

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There’s a great article today over at Blackfriars’ Marketing that explores the reasons why Apple has a such a vocal and passionate customer base. In my opinion, they really nail it: we’re just very satisfied customers:

The truth behind the scenes is not that Apple has a large group of customers that are too dedicated and passionate about their products, or the company as a whole. The reality is far more simple and obvious: Apple simply has a large group of very satisfied customers — and that’s the secret ingredient left out of nearly every analysis or op-ed piece that mentions these “zealots.”
The article goes on to explain how Cupertino’s products bring that satisfaction by simplifying not only the product themselves, but also their product line-up. Blackfriars gives the example of Creative’s Zen line of music players, composed of many more devices than Apple’s three-model iPod family. It’s a great analysis on selling products in general, and I suggest you give it a read.


1 Comments

Adam said:

Windows slogan: "The Wow Starts Now." Perfect switcher ad campaign: "The True Wow."

I switched no less than three months ago. Satisfied is a good word to describe Mac users that are native to Apple. Those of us that have switched: surprsingly satisfied. I do customer service traning at work (my day job, not my producer job) and one of the things I drill into employees' heads is this: Good customer service is what the customer expects. Great customer service is going above and beyond what they could ever imagine. That is what we strive for.

That must be Apple's philosophy too. I have never ever been so shocked by the amount of quality in a product.

April 10, 2007 3:51 PM

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