Marketing Factoids

  • Music sales in the United States will decline to $9.2 billion in 2013, from $10.1 billion this year. source ›
  • Acquiring a new customer costs about five to seven times as much as maintaining a profitable relationship with an existing customer source ›
  • Consumers ages 18 to 27 say they use the Internet nearly 13 hours a week, compared to viewing 10 hours of TV source ›
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JUN 23

How Apple Is Blurring the Line Between Marketing and Service†

Pete Blackshaw Explains Why Consumer-Facing Brands Can Benefit From Better Customer Interaction

Advertising Age, June 23, 2008 — "How can I help you, and where would you like to go?"

In this simple greeting, there's a huge question: Are the greeting and the experience that follows marketing or service or both? In the last couple of months, Apple has boosted the number of "concierges" who greet and direct shoppers as soon as they walk in the door of its retail stores. Apple has always had employees at the front, ready to help, but this time it is positioning an eager-to-please offensive line a few steps from the doorway.

Category: Customer Experience
Tags: Apple, customer Service

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