Page 115 - The Apple Experience

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1. Foster empowerment. What can you do to give your employees more autonomy,

authority, and flexibility when it comes to serving the customer? Even small
measures of empowerment will lead to huge returns in employee engagement and

customer satisfaction.

2. Share your own wow moments. Steal a page from The Ritz-Carlton playbook and
start sharing wow stories of employees who exceeded customer expectations.

3. Offer genuine praise. Praise your employees each and every day. Make your

positive comments as public as possible.