The Apple Experience: Secrets to Building Insanely Great Customer Loyalty - Rilegato

Gallo, Carmine

Rilegato

ISBN 10: 0071793208 ISBN 13: 9780071793209

Casa editrice: McGraw-Hill Education, 2012

Riassunto

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

Su questo libro

L'autore:

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.

Contenuti:

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

Su questa edizione

• Editore: McGraw-Hill Education
• Data di pubblicazione: 2012
• ISBN 10: 0071793208
• ISBN 13: 9780071793209
• Rilegatura: Copertina rigida
• Numero di pagine: 256