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The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Gebonden Engels 2012 9780071793209
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Samenvatting

Apple’s 5 Core Principles - Now in the Palm of Your Hand!

Steve Jobs and Apple re-imagined retail in their iconic Apple Stores. The Apple Experience reveals the secrets to the pioneering brand’s unparalleled success during one of the most difficult retail environments in decades.

A global expert on the business methods of Steve Jobs, Carmine Gallo uncovers the five steps of service that the company’s customer-facing employees follow in Apple Stores to engage customers.

Any business that deals with people, both employees and customers, can adopt these techniques initiated by Steve Jobs to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience.

"If you have a retail business then this is a must read…business owners and managers in any industry can benefit from the lessons" Strategist, April 2012

Specificaties

ISBN13:9780071793209
Taal:Engels
Bindwijze:gebonden
Aantal pagina's:256
Uitgever:McGraw-Hill Education

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Inhoudsopgave

Acknowledgments
Introduction: Enriching Lives

Part I: Inspiring Your Internal Customer
Chapter 1: Dream Bigger
Chapter 2: Hire for Smiles
Chapter 3: Cultivate Fearless Employees
Chapter 4: Build Trust
Chapter 5: Foster a Feedback Loop
Chapter 6: Develop Multitaskers
Chapter 7: Empower Your Employees

Part II: Serving Your External Customer
Chapter 8: Follow Apple’s Five Steps of Service
Chapter 9: Reset Your Customer’s Internal Clock
Chapter 10: Sell the Benefit
Chapter 11: Unleash Your Customer’s Inner Genius
Chapter 12: Create Wow Moments
Chapter 13: Rehearse the Script
Chapter 14: Deliver a Consistent Experience

Part III: Setting the Stage
Chapter 15: Eliminate the Clutter
Chapter 16: Pay Attention to Design Details
Chapter 17: Design Multisensory Experiences

Conclusion: The Soul of Apple
Notes
Index

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        The Apple Experience: Secrets to Building Insanely Great Customer Loyalty