Page 280 - The Apple Experience

Customer Experience, 67

Customer service, 3. See also Customer experience
Amazon, 116

Apple’s five steps of service in, 91–108. See also Five Steps of Service

assessing issues in, 70–71
AT&T example of, 93, 105–107, 116

Audi example of, 113–116
blame and taking responsibility in, 118–120

building value through, 106
confident/fearless employees and “ownership” in, 31

consistent experience of, 167–178

Disney example of, 116–117
Eataly example of, 137–138

empowering employees to deliver, 76–78
engaging employees in, 3–4, 75

fast service in, 118
FedEx example of, 10–11

Four Seasons example of, 7–10
FRSTeam, 153–156

greeting customers in, 69–70, 92–97, 106, 110, 203
leadership’s direction in, 13

LEGO example of, 94, 140–141

listening skills in, 99
loyalty and, 107–108

Lush example of, 173–176
Men’s Wearhouse example of, 32–33

Mercedes example of, 113–116
motivating employees in, 78–81

multitasking’s effects on, 67

Net Promoter Score (NPS) and, 52–55, 56, 58
Outback Steakhouse example of, 119–120