Marketing Research Assignment
Introduction At present, there is an ever-increasing rate of digitalisation, creating a marketplace that necessitates a well-designed customer journey to ensure brand competitiveness and maintain consumer trust. Consumers today engage with brands through numerous physical and digital touch points like websites, mobile apps, retail stores and customer service platforms. However, there are many commonalities of interactions but unique problems. Meanwhile, to build the customer experience, delivering brand promise consistently and offering brand discordance is essential to ensure cohesion, relevance and consistency across these interactions. This research project aims to study Apple Inc., one of the world’s technology leaders, renowned for combining an integrated product ecosystem and stressing its unique branding strategy (Podolny & Hansen, 2020). Although it has a strong brand presence, Apple faces problems providing a unified customer experience across various touchpoints. ...