The Apple experience : secrets to building insanely great customer loyalty /
Gallo, Carmine.
The Apple experience : secrets to building insanely great customer loyalty / Carmine Gallo. - New York : McGraw-Hill, c2012. - xviii, 234 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Introduction: enriching lives -- Inspiring your internal customer -- Dream bigger -- Hire for smiles -- Cultivate fearless employees -- Build trust -- Foster a feedback loop -- Develop multitaskers -- Empower your employees -- Serving your external customer -- Follow Apple's five steps of service -- Reset your customer's internal clock -- Sell the benefit -- Unleash your customer's inner genius -- Create wow moments -- Rehearse the script -- Deliver a consistent experience -- Setting the stage -- Eliminate the clutter -- Pay attention to design details -- Design multisensory moments -- Conclusion: the soul of Apple.
0071793208 (alk. paper) 9780071793209 (alk. paper)
2012005418
Consumer satisfaction.
Creative thinking.
Customer services.
The Apple experience : secrets to building insanely great customer loyalty / Carmine Gallo. - New York : McGraw-Hill, c2012. - xviii, 234 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Introduction: enriching lives -- Inspiring your internal customer -- Dream bigger -- Hire for smiles -- Cultivate fearless employees -- Build trust -- Foster a feedback loop -- Develop multitaskers -- Empower your employees -- Serving your external customer -- Follow Apple's five steps of service -- Reset your customer's internal clock -- Sell the benefit -- Unleash your customer's inner genius -- Create wow moments -- Rehearse the script -- Deliver a consistent experience -- Setting the stage -- Eliminate the clutter -- Pay attention to design details -- Design multisensory moments -- Conclusion: the soul of Apple.
0071793208 (alk. paper) 9780071793209 (alk. paper)
2012005418
Consumer satisfaction.
Creative thinking.
Customer services.