The Apple Experience: Secrets to Building Insanely Great Customer Loyalty
McGraw-Hill Professional (Verlag)
978-0-07-179320-9 (ISBN)
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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
Carmine Gallo is the communications coach for the world’s most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo is a popular keynote speaker and has worked with executives at Intel, Cisco, Chevron, Hewlett-Packard, Coca-Cola, Pfizer, and many others. Gallo writes “My Communications Coach,” a regular column for Forbes.com. He has written several internationally bestselling and award-winning books, including The Innovation Secrets of Steve Jobs, The Presentation Secrets of Steve Jobs, and The Power of foursquare. Gallo has been featured in the Wall Street Journal, the New York Times, Success magazine and on CNBC. Learn more about him at www.carminegallo.com.
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
| Erscheint lt. Verlag | 16.6.2012 |
|---|---|
| Zusatzinfo | 0 Illustrations |
| Sprache | englisch |
| Maße | 160 x 236 mm |
| Gewicht | 516 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-07-179320-8 / 0071793208 |
| ISBN-13 | 978-0-07-179320-9 / 9780071793209 |
| Zustand | Neuware |
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