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ISBN：9780071793209
作者：Carmine Gallo
出版社：McGraw-Hill
出版时间：2012-04
页数：256
价格：148.40
纸张：胶版纸
装帧：精装
开本：16开
语言：未知
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内容简介：

　　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.

书籍目录：

Gimme That Ol’ Time Apple Religion

A Puddle of Water Turns to a Pile of Panic

Stuff You Don’t Learn in School

The Apple Experience Made Simple

Enriching Lives

作者介绍：

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.

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书籍介绍

官方网站：http://www.appleexperiencebook.com/

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.