People
From visiting the Bape concession store, the researcher found that:
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Staff were dressed in streetwear branded clothing, mainly Bape. This inspires and increases the consumer’s desire for a product by seeing it on someone.
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Multiple staff members around, who were friendly and seemed genuinely happy to help.
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Staff helped create a positive atmosphere, around the concession thus, the brand.
(Wong, 2017)
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Bape use their social media as a customer service tool. One example is their Facebook, near the top of the page is a messaging tab stating “Typically replies within a day…81% response rate.” The researcher tested this by using the Facebook messaging app, and Bape responded within 5 hours, a quick response rate considering the UK to Japan time difference (Wong, 2017).
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