The Experience Economy

In a recent article pusblished on, Pamela N. Danziger, a market researcher, speaker and author focused on the affluent consumers’ behavior and mindset, underlines 3 things retailers need to learn from Apple.

Become A Place To Learn by 'providing meaningful, useful information tailored to the interests and needs of its customers'.

Become A Place To Serve

Apple adapted its own codes of customer service, creating an acronym that appropriately spells A-P-P-L-E:

  • (A) Approach customers with a personalized warm welcome

  • (P) Probe politely to understand customers’ needs

  • (P) Present a solution for the customer to take home today

  • (L) Listen for and resolve any issues or concerns

  • (E) End with a fond farewell and an invitation to return

Become A Place To Gather

Creating a place for the community where people can 'come together, learn and experience, as well as places to buy product.' For Angela Ahrendts, Apple’s senior vice president of retail “the store becomes one with the community.

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