Page 283 - The Apple Experience

communication with, 22–23

disengagement and disillusionment of, 52, 75
trust building in, 37–46

Empowering employees, 73–85, 177

Double-Goal coaching and, 83
Genius Bar and, 74

Google philosophy of, 80
Enriching Lives (motto of Apple Store), xviii, 12

Ezarik, Justine, 138

F

Facebook, xvi, 42, 53, 63, 95, 161, 174

FaceTime, 150–151

Fake/counterfeit Apple Stores, 194–195
Farinetti, Nicola, 137–138

Fast service, 118
Fearlessness (confidence) in employees, 26–36

fear as culture destroyer vs., 33–34
feedback and, considering employee’s input in, 27–28, 34, 35, 38, 40, 42, 47–59

right actions and, 32, 48

teamwork/team players and, 28, 29, 36
FedEx, xvii, 10–11, 117, 189
Feedback from customers, 47–48, 55–59

Feedback from employees, 27–28, 34, 35, 38, 40, 42, 47–59

Net Promoter for People (NPP) rating system and, 55
Net Promoter Score (NPS) to monitor, 52–55, 56, 58

Fielding, James, 211–212
Fifth Avenue New York Apple Store, 204–205

Fire Them Up (Gallo), 77
Five steps of service, 91–108, 169

Floyd, Jason, 187