The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

 
9780071793209: The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

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

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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

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Descrizione libro McGraw-Hill Education 2012-03-29, 2012. Hardcover. Condizione libro: New. 1. 0071793208. Codice libro della libreria Z0071793208ZN

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Descrizione libro McGraw-Hill Education - Europe, United States, 2012. Hardback. Condizione libro: New. 231 x 160 mm. Language: English . Brand New Book. Praise for THE APPLE EXPERIENCE There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine s book will help you understand and implement the same kind of world-class experience. --Guy Kawasaki, author of Enchantment: The Art of Changing Hearts, Minds, and Actions and former chief evangelist of Apple Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book! --Garr Reynolds, best-selling author of Presentation Zen and The Naked Presenter The Apple Experience isn t just for retailers. It applies to any business that involves people. At its core, this book is not about Apple. It s about delivering the best experience possible. --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of , Inc. An exciting resource for any business owner in any country who wants to reimagine the customer experience. --Loic Le Meur, CEO, LeWeb Why can t other retail experiences be as great as an Apple store s? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business. --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction Carmine Gallo gets to the magic of Steve Jobs: Touching people s lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today. --Peter Steinlauf, Chairman, This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Apple s 5 Core Principles--Now in the Palm of Your Hand! Steve Jobs and Apple re-imagined retail. The Apple Experience reveals the secrets to the iconic 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 Apple s customer-facing employees follow to engage customers in a retail setting: Approach Probe Present Listen End with a fond farewell Learn how to serve both internal and external companies, create fearless employees, and develop a feedback loop that benefits everyone at every level. Carmine Gallo is a communications consultant for some of the world s top brands. He is the bestselling author of The Presentation Secrets of Steve Jobs, The Innovation Secrets of Steve Jobs, and The Power of Foursquare. Codice libro della libreria AA39780071793209

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Descrizione libro McGraw-Hill Education - Europe, United States, 2012. Hardback. Condizione libro: New. 231 x 160 mm. Language: English . Brand New Book. Praise for THE APPLE EXPERIENCE There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine s book will help you understand and implement the same kind of world-class experience. --Guy Kawasaki, author of Enchantment: The Art of Changing Hearts, Minds, and Actions and former chief evangelist of Apple Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book! --Garr Reynolds, best-selling author of Presentation Zen and The Naked Presenter The Apple Experience isn t just for retailers. It applies to any business that involves people. At its core, this book is not about Apple. It s about delivering the best experience possible. --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of , Inc. An exciting resource for any business owner in any country who wants to reimagine the customer experience. --Loic Le Meur, CEO, LeWeb Why can t other retail experiences be as great as an Apple store s? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business. --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction Carmine Gallo gets to the magic of Steve Jobs: Touching people s lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today. --Peter Steinlauf, Chairman, This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Apple s 5 Core Principles--Now in the Palm of Your Hand! Steve Jobs and Apple re-imagined retail. The Apple Experience reveals the secrets to the iconic 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 Apple s customer-facing employees follow to engage customers in a retail setting: Approach Probe Present Listen End with a fond farewell Learn how to serve both internal and external companies, create fearless employees, and develop a feedback loop that benefits everyone at every level. Carmine Gallo is a communications consultant for some of the world s top brands. He is the bestselling author of The Presentation Secrets of Steve Jobs, The Innovation Secrets of Steve Jobs, and The Power of Foursquare. Codice libro della libreria AA39780071793209

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