Industry Knowledge
Min Read

Tim Cook, Vada Pao, and Apple in India

xeno pulse apple
Published On
April 27, 2023

Apple Stores inaugurated in India & everyone is buzzing with excitement! But with a market 95% dominated by Android users, it's going to be a tough battle for Apple. In this edition of XenoPulse💡, we've got the lowdown on what Apple is doing differently; And how they plan to make their mark.🍎

Hello Hello Hello,

Have you heard the buzz about Apple's exclusive stores in Delhi and Mumbai? It's all the rage right now!😲

From Tim Cook's adventures in Mumbai to fans waiting to meet the CEO – every news article was covered with the same.

image of Tim Cook & Madhuri Dixit Nene eating vada pao during Apple BKC India launch

As much as Apple users are excited about this launch, it would be amazing to see how Apple marks its presence in a market that is 95% dominated by Android users.

But let’s not talk about the age-old debate between iOS and Android,

Rather take a look at how Apple is revolutionizing the customer experience with cutting-edge CRM strategies!

Let’s dive deep & understand:

🍎 The Apple CRM Ecosystem

Apple's CRM strategy can be boiled down to just two words: Apple ID

Every Apple customer has a unique ID that stores a wealth of information. This information allows Apple to tailor the music & movie recommendations, and even remember the purchases in the Apple Store!

Which helps Apple tailor its services & re-engage customers via custom messaging & notifications.

Not only is this “targeted marketing” but it also creates a sense of gratification & keeps the customers starving for more!

Thus; more data = more personalization = more loyalty.🤯

“But that’s just not it!”

Let us see how Apple uses CRM to strategize customer experience:

👉 The 4 high-strength pillars of Apple CRM

Let's explore the top 4 ways Apple implements CRM & how your business can follow the same –

1. Understanding Each of Its Customers💹

Apple connects with each of its individual customers.

For eg; After a customer visits an Apple store, a series of emails have been sent to them asking about their experience with the staff & store. This is one of the fundamental CRM marketing strategies of Apple that is aimed to create a lasting impression of being ‘well-cared-for’ to customers.

To fuel this - Apple has 1:1 stellar technical support - a customer can schedule tailored, one-to-one sessions with a specialist to explore features of the new device.

2. Anticipating the Customer Needs📊

How Apple understands its customer's pain points is fascinating!

Apple learns about its customers’ satisfaction & needs by sending a survey or an NPS Apple poll after the customer makes a purchase. These surveys gather information about the customers’ level of satisfaction or if the product is highly recommendable.

This is how Apple expands & evolves its offerings to meet not only its customers’ current requirements but those of their futures, too.

3. Putting Customer Experience Over Sales🫂

The way Apple operates its physical shops is a testament to its ultimate customer experience.

Every interaction that the customer does in-store gets programmed into Apple’s CRM. Its software archives customer profiles; allowing Apple to automatically sends out a survey link after the purchase, which enables the staff to improve brand awareness & value feedback.

This way, Apple creates an ongoing relationship with customers that cultivates a more engaged, loyal customer base.

4. Creating a Resonating Brand Identity🕴🏽

Whether Apple users or not, the attraction for the brand is undeniable.

It is more than just a clever work of design - It is an entire ecosystem of products & marketing that has clearly won the branding battle - where what’s marketed is the emotion & feature and not the product.

Well, the dedication of Apple to understanding its individual customers is nothing but a gripping CRM strategy - which indeed is generating impressive results💯

Read how Apple dominated the market via its CRM here:

📚 Story of the Week: How Bestseller India  generated a 40% uplift on digital over SMS

Back in In 2020, Bestseller India was on the lookout for an innovative technology partner to enhance their digital customer journey and boost repeat sales through social media channels from their existing customer base. That's when Xeno came into the picture to kick-start its digital CRM journey. 2+ years today & the results have been astonishing:

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Catch NAZIF TEJANI, CRM Lead at Bestseller India below as he shares the step-by-step strategies that drove this result: << How Bestseller India  generated a 40% uplift on digital over SMS >>

That is all for today.

And Oh! Do let me know if you are an Android user or an Apple user.😁

Until next time.

Marketing & Content Strategist

Anisha Arora is an experienced Marketing & Content Professional who often breaks down complex topics for readers here. She collaborates with various teams to seamlessly combine different viewpoints and knowledge about customer retention, CRM, loyalty, and marketing technology. When she's not working, you'll find Anisha sipping coffee and binge-watching her favorite TV shows.


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