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 Zappos.com, 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, Edmunds.com "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 Reinvent your
business to deliver Apple-like customer satisfaction and profits
Apple Stores earn more money per square foot than any other
retailer. At the core of Apple’s success and intense customer
loyalty, however, aren’t just “Insanely Great” products, but great
people who are informed, empowered, and motivated to deliver an
unbeatable customer experience. In The Apple Experience,
internationally bestselling author Carmine Gallo details the
principles and practices behind this total commitment to the
customer and explains how your brand can achieve outstanding
results by delivering this same high standard of service. Carmine
Gallo interviewed professionals at all levels who have studied
Apple, and he spent hundreds of hours observing the selling floor
in Apple’s retail space and learning about Apple’s vision and
philosophy. Using insights and data from these sources, he breaks
down Apple’s customercentric model to provide an action plan with
three distinct areas of focus: Inspire Your Internal Customer with
training, support, and communications that create a “feedback loop”
for improving performance at every level Serve Your External
Customer with irresistible brand stories and dedicated salespeople
who embody the APPLE five steps of service-- Approach, Probe,
Present, Listen, End with a fond farewell Set the Stage by ensuring
that no element is overlooked in creating an immersive retail
environment where customers can see, touch, and learn about your
products With The Apple Experience, you can improve the return on
your investment in retail by adding real value to every customer
interaction. Better still, any business that deals with
people--employees or customers--can adopt the techniques to achieve
Apple-like market dominance by enriching lives, building loyalty,
and reimagining the customer experience. 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, and Success magazine and on CNBC. He lives in
Pleasanton, California, with his wife and two daughters.
|
購物車/收銀台(
0
) | 在線留言板
| 付款方式
| 運費計算
| 聯絡我們
| 幫助中心 |
加入書簽
HOME
新書上架
