Apple has a strong relation with the customers

/in /by

 When Apple’s value is growing more and more people discuss how long the success can go on. I think that in order to analyze and value Apple’s value it’s necessary to count with the strong relation Apple has to the customers. As usual I read an interesting analyze at the Asymco blog, but I think that one of the comments (signature “davesmall”) hits the nail:

“Computers have about a five year life cycle. Smartphones maybe two years. With 95% customer satisfaction, a couple hundred million customers are going to be upgrading their devices every two years. They’re not going to switch to Android or Windows Phone. This means the base business is renewable. Apple is not just a factory producing hits.The customers are repeat customers.”

Well, there are always some people who nags and complains and there will always be some people with a bad consumer experience, but 95% customer satisfaction… Hey! That’s a whole lot of satisfaction!

If you scratch the surface of that satisfaction there are a lot of clever people who also understand that there are good reasons to why they like their Apple devices. The devices are the result of good teams working at Apple with a good set of goals and a desire to make a difference. I think that from the moment a person add that understanding to the customer experience, then comes the stable trust in Apple as a company.

A lot has been written about Apple and Steve Jobs and there are reasons to that: Apple is an amazing company and the greatness seems to be consistent almost all the way from the surface to it’s inner core. I write “almost”, because there is a question mark concering the working conditions in some of the factories, though because I love and trust Apple I also trust that they will find a way to solve those problems. 

Since 1988 when I discovered the beauty of Apple I have felt so frustrated when I tried to understand how people could NOT understand what Apple is about. That question mark has now changed to a happy smile. We are a lot of Apple customers in the world and 95% of us are satisfied with Apple’s products. I think that Apple is totally worth it but at the same time it’s like a fairytale.