April 2012
Beginner to intermediate
256 pages
5h 49m
English
Content preview from The Apple Experience: Secrets to Building Insanely Great Customer Loyalty
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CHAPTER 8
Follow Apple’s Five Steps of Service
You don’t need to stock iPads to create an irresistible retail environment. You have to create a store that’s more than a store to people.
—Ron Johnson
Walk into an Apple Retail Store, and you’ll be greeted with a warm, friendly, cheery welcome within seconds of stepping inside. Approaching customers with a warm welcome is the first of five steps employees are instructed to take to create an enriching and memorable experience for Apple Store customers. All employees know the steps of service as the acronym APPLE:
Approach customers with a personalized, warm welcome.
Probe politely to understand all the customer’s needs.
Present a solution for the customer to take home today.
Listen for and resolve ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.