Page 281 - The Apple Experience
P. 281
“overservicing” and, 19–20
personalized approach to, 92–97, 170
principles of, xvii
quick fixes in, 70
relationship building with customers in, 132–136
resolving issues in, 99
right actions by confident/fearless employees in, 32, 48, 74
righting wrongs through, 40
Ritz-Carlton example of, 76–78
Sears, as example of poor, xiii–xvi
serving multiple customers in, 70
six-step AT&T Retail Experience in, 106–107
social media ratings of, 95–97
straight talk in, 39
Symantec, 116
thanking customers in, 107
three simple secrets of, 117–118
Tiffany & Co. example of, 170–171
touch-points in, 121
troubleshooting and AppleCare for, 141–142
unleashing your customer’s inner genius in, 132–142
US Airways example of, 57
Virgin America airlines example of, 95–97
wait time and, monitoring, 70–71, 111–116
welcoming customers. See Greeting customers
Wells Fargo, 103
Zappos, 80, 104
D
Damaged premises, 190
“Dance” in Apple Store, 138–139
