Although it is informal to start a post in this way, I received a phone call from Fido two days ago when I was about to eat my lunch. I was a bit annoyed first, but the female who talked to me was actually very patient. She went through some useful information and asked for my opinions. After getting to know more about my phone and plan, she tried to sell me corresponding service and estimated my willingness.

In terms of customer service, companies should provide service with customer “before, during and after a purchase”. The phone call leads me to think of it. Companies should try to train their staff to be enthusiastic, patient and more importantly, listen to consumers. Do not wait until customers turn to you for help but let them know what kinds of service you have first. Companies may lose customers if they cannot reply immediately because customers can turn to other companies (in the frame of reference). Such phone calls that Fido is making are beneficial for not only itself but also customers regardless of a bit long conversations. Fido is trying to keep their customers through building the relationship with them, although it is only one aspect of customer relationship. Needless to say, customers will have different responds and compare a specific company with others. In this case, Fido should really stress its points of difference to distinguish itself from other brands or companies, especially Rogers.

Work cited；

“customer service.”Wikipedia. Web. 7 Oct. 2013

http://en.wikipedia.org/wiki/Customer_service

Related readings:

http://forums.fido.ca/t5/forums/forumtopicpage/board-id/NonTechnical/thread-id/1617

Before Apple launched iphone 5s and 5c, analysts predicted that China would be a huge market for these two types of smart phone, especially for iphone 5s with the gold colour. Because Chinese people love gold colour and it means a lot to them. In my opinion, Apple typically wants to seize this psychological characteristic because obviously they consider China as a huge potential market. Also, the gold colour is basically popular in the world, and one of the important reasons is that it stands for wealth. Superficially, I mean, who don’t like money?

But what confused me before were the prices for those two types of smart phone. The price gap between 5s and 5c is so small. In China, if people choose to buy the newest model, do they really care the 800yuan? It’s not a big deal. iphone 5s successfully satisfy more than their needs. In other word, maybe what they want to buy is a sense of superiority. However, iphone 5c seem like “toys” (well, not really) for youngsters partly because of the plastic material with bright colours. Currently in China, iphone 5c is selling with discount. For example, “the retailer has reduced the price of Apple’s 16GB iphone 5c by 789 yuan – around $129”.

Indeed, Apple is applying the low-cost iphone strategy to have more sales volume around the world. They want to explore and expand the markets in developing countries. What excites Apple is that “they sold 9 million new iphones during their first three days in stores after China joined the list of launch countries for the first time”. It is a big incentive for Apple, and this will encourage them to pay more attention to developing countries.

Works cited:

Kaneshige, Tom. CIO.com. (par.6) Web. 25 Sep. 2013.

http://www.cio.com/article/740349/Why_Wall_Street_and_Tech_Analysts_Got_the_iPhone_5S_Wrong

White, Joe. Appsgonefree. (par.2) Web. 27 Sep. 2013

http://appadvice.com/appnn/2013/09/in-china-apples-iphone-5c-is-already-selling-for-a-discounted-price

Gupta, Poornima and Saba, Jennifer. Reuters.com. Web. 23 Sep. 2013 (EDT)

http://www.reuters.com/article/2013/09/23/us-apple-iphone-idUSBRE98J0LD20130923

Related readings:

http://blogs.wsj.com/digits/2013/09/26/analyst-predicts-apple-will-lower-iphone-prices-abroad/

http://www.forbes.com/sites/chuckjones/2013/09/27/iphone-5s-is-three-times-more-popular-than-the-5c/

Lay’s is conducting a voting for four new and different flavours for their potato chips, and this voting runs through Oct 16, 2013. There are only three flavours available in America, while four in Canada. After the result comes out, the winning flavour will have a great chance to become an actual flavour for Lay’s potato chips.

It leads me to think of channels, which includes communication between companies and customers. Survey is an effective way for companies to know what consumers’ opinions are. In this case, Lay’s is actually doing well because of the voting they promote. Consumer can feel respected and satisfied even though they don’t really like those flavours. Therefore, Lay’s can also build and maintain their customer relationships through this way. They convey their thinking and put them into practice since they want to have better communication with customers. Get closer to consumers.

Nevertheless, Lay’s has to consider more thoroughly when they desire brand extensions. Dave Hodgson published “the worst of Lay’s do us a flavour contest” online. In his post, he introduced many kinds of chips that Lay’s have, and he didn’t enjoy any of those flavours as they are so “out of the game”. I agree with him because those flavours are so strange, and it seems like they should not appear in chips market. For example, the flavour whisky makes me very confused, and Dave said “you have a problem”. Lay’s should establish points of parity first, and emphasize difference but not something seems creative but strange.

Work cited:

Hodgson, Dave. Funtime Internet.com. Web.15 Feb.2013.

http://funtimeinternet.com/linkgo/2013/the-worst-of-lays-do-me-a-flavour-contest/

Related readings:

http://www.brandeating.com/2013/07/news-lays-canada-new-do-us-a-flavor-potato-chips.html

http://o.canada.com/life/lays-do-us-a-flavour/

Lay’s voting: https://www.dousaflavour.ca/