Customer Insight for Competitive Advantage Essay

Customer Insight for Competitive Advantage - Essay Example Apple Inc. is a renowned multinational business corporation which deals with manufacturing, designing along with marketing broad assortment of products related to consumer electronics, personal computers and computer software among others. According to the present day context, the organisation is considerably regarded as one of the major global brands in terms of achieving higher customer value and brand loyalty through its offering of quality products (Apple Inc., 2011). In relation to identify the role of customer insight to an organisation, the paper intends to briefly discuss the major roles and significance of customer service within the organisation of Apple Inc. The paper will also highlight the major contribution of customer service that supports the organisation towards achieving competitive position. Moreover, the paper will further involve the impacts and consequences that could affect on organisational reputation of Apple while adopting poor customer service initiatives. Therefore, appropriate recommendations have also been discussed about how Apple might enhance its customer service for the motive of increasing its productivity as well as profitability, business reputation and most significantly sustainable competitive advantage. Main Findings Role of Customer Service Excellence Revealing insight about the consumers is incessantly becoming one of the major elements for the organisations in order to develop their different products as well as services that deliver superior value to the final customers and generate substantial profit. The idea of customer insight is typically viewed to be the collection as well as the interpretation of valuable information that ultimately facilitates a business to develop and most importantly to retain their valuable customers. It significantly involves certain major features such as gaining comprehensive knowledge about the customers’ requirements along with their behaviours that eventually raises the brand l oyalty and facilitates them to accomplish competitive advantage by a significant level (Michel, 2003). In relation to determine the role of customer service excellence, it has been apparently observed that the excellence related to customer service that adopted by Apple are significantly focused upon delivering superior value oriented services to each of its customer segment. In this regard, the organisation significantly considers the offering of superior quality products as customer service excellence initiatives towards its global standing. The organisation involves effective strategy of offering value-based service with its decent product lines through understanding customers’ requirements. The customer service excellence of the organisation is considered to be one of the prime aspects for the organisation to maintain its dominant position in the global technological business market (Arthur D. Little, 2011). With regard to the customer service excellence of Apple, it has been observed that the organisation took the initiative of AppleCare Service Excellence