Page 279 - The Apple Experience

Corporate video, 159

Cosmetic improvements, 181–182
Cosmopolitan Hotel, The, 213

Costco, 54

Covey, Stephen M. R., 38, 44–46
Crazy Ones, The, Apple TV ad (1997), 34

Creatives, 51, 133–136, 169, 170, 206, 210, 214
Creativity, 14, 213

Criticism. See Feedback from employees
Culture, 25, 26, 142

fear as destroyer of, 33–34

fearlessness/confidence fostered by, 32–33
hiring employees who “fit,” 175–176

six attributes of success in, 11
Customer Culture (Basch), 10–11

Customer experience, 11
branding and, 172–173

clarifying expectations in trust building, 42–43
consistency of, 167–178, 205

details of, 13
five steps of service, 169

fun and, 177–178

greeting customers, 169
hiring for cultural fit with, 175–176

importance of, 172
leadership’s direction in, 13

Lush example of, 173–176
multisensory, 206–213. See also Multisensory experiences

training for, 171, 178

vision and, 178
Zappos example of, 176–178