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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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.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.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.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.
CHAPTER 9
Reset Your Customer’s Internal Clock
Customers shouldn’t think of your business as a place to buy a product or use a service. It should be a fun place to be!
—Richard Branson
Time slows down in a busy Apple Store. Employees work on a noncommissioned floor, which means there is no pressure to sell you a product quickly and to show you the door. By reducing the pressure customers feel when they’re in the store, Apple has built the world’s most profitable retail experience. It’s astonishing that more businesses haven’t caught on to this very simple principle! Some retail employees work for stores that do not have a commission structure but their bonuses are contingent upon meeting quotas. Managers at Apple Retail Stores know the monthly ...
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