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The Apple Experience : Secrets to Building Insanely Great Customer Loyalty: Gallo, Carmine: BOOKS KINOKUNIYA
詳細
The Apple Experience : Secrets to Building Insanely Great Customer Loyalty
The Apple Experience : Secrets to Building Insanely Great Customer Loyalty
著者名 Gallo, Carmine
出版社 : McGraw-Hill
出版年月 : 2012/03
Binding : Hardcover
ISBN : 9780071793209

BookWeb価格 : AED 107.00

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言語 : English
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内容情報
Source: ENG
Academic Descriptors: A48760000
Place of Publication: United States
Academic Level: Extracurricular
Review:
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Fast Facts - May 2012 #1

Praise for THE APPLE EXPERIENCE "There are three pillars of enchantmentlikability, 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 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.

Contents
Acknowledgments IntroductionInternal 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