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Author : Zappos.com
Publisher :
ISBN 13 : 9780692377802
Total Pages : pages
Book Rating : 4.3/5 (778 download)
Download or read book Zappos 2014 Culture Book written by Zappos.com and published by . This book was released on 2015-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : David Vik
Publisher : Greenleaf Book Group
ISBN 13 : 1608324036
Total Pages : 296 pages
Book Rating : 4.6/5 (83 download)
Download or read book The Culture Secret written by David Vik and published by Greenleaf Book Group. This book was released on 2013-02-05 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why is a great company culture so rare? How can you make sure your organization has one? The good news is that creating an inspiring and sustainable culture is not as hard as you might think. Dr. David “Doc” Vik reveals the keys to success in The Culture Secret. A remarkable culture begins with visionary leaders who help their teams take a holistic approach to creating engagement inside their companies and sharing it with customers. Discover how to take culture beyond casual Friday and into more meaningful conversations like: • Driving Vision • Defining Purpose • Clear business model • Unique/WOW factors • Meaningful Values • Inspired Leadership • Great customers and customer service • Brand enhancement • Experience and the emotional connection If you don’t think you have to focus on attracting—and retaining—the best employees in today’s hypercompetitive war for talent, you are living in the past. The employees and customers of today have a choice and a voice. The secret to culture is simple: take care of your people, never stop innovating, and leave customers wowed. Build a better culture to secure the future for any organization.
Author : Robert Richman
Publisher :
ISBN 13 : 9780692274774
Total Pages : pages
Book Rating : 4.2/5 (747 download)
Download or read book Culture Blueprint written by Robert Richman and published by . This book was released on 2014-09-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 0071752471
Total Pages : 349 pages
Book Rating : 4.0/5 (717 download)
Download or read book The Zappos Experience: 5 Principles to Inspire, Engage, and WOW written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-10-07 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK—Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
Author : Tony Hsieh
Publisher : Hachette UK
ISBN 13 : 044657631X
Total Pages : 166 pages
Book Rating : 4.4/5 (465 download)
Download or read book Delivering Happiness written by Tony Hsieh and published by Hachette UK. This book was released on 2010-06-07 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees grow-both personally and professionally Seek to change the world Oh, and make money too . . . Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing. In Delivering Happiness, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, Delivering Happiness shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own. #1 New York Timesand Wall Street Journal bestseller
Author : Kip Tindell
Publisher : Grand Central Publishing
ISBN 13 : 1455526878
Total Pages : 240 pages
Book Rating : 4.4/5 (555 download)
Download or read book Uncontainable written by Kip Tindell and published by Grand Central Publishing. This book was released on 2014-10-07 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kip Tindell, the founder and CEO of The Container Store, reveals the seven secrets to keeping both customers AND employees happy and all fully engaged. "You're going to sell what? Empty Boxes?" Back in 1978, Kip Tindell (Chairman & CEO of The Container Store) and his partners had the vision that people were eager to find solutions to save both space and time - and they were definitely onto something. A new category of the retailing industry was born - storage and organization. Today, with stores nationwide and with more than 5,000 loyal employees, the company couldn't be stronger. Over the years, The Container Store has been lauded for its commitment to its employees and focus on its original concept and inventory mix as the formula for its success. But for Tindell, the goal never has been growth for growth's sake. Rather, it is to adhere to the company's values-based business philosophies, which center on an employee-first culture, superior customer service and strict merchandising. The Container Store has been named on Fortune magazine's "100 Best Companies To Work For" list for 15 consecutive years. Even better, The Container Store has millions of loyal customers. In Uncontainable, Tindell reveals his approach for building a business where everyone associated with it thrives through embodying the tenets of Conscious Capitalism. Tindell's seven Foundation Principles are the roadmap that drives everyone at The Container Store to achieve the goals of the company. Uncontainable shows how other businesses can adapt this approach toward what Tindell calls the most profitable, sustainable and fun way of doing business. Tindell is that rare CEO who fully embraces the "Golden Rule" of business - where all stakeholders - employees, customers, vendors, shareholder, the community - are successful through a harmonic balance of win-wins.
Author : The Employees of Zappos.Com
Publisher : BenBella Books
ISBN 13 : 1948836823
Total Pages : 211 pages
Book Rating : 4.9/5 (488 download)
Download or read book The Power of WOW written by The Employees of Zappos.Com and published by BenBella Books. This book was released on 2019-10-22 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Happy customers. Passionate employees. A highly recognizable brand known for delivering on its promises. That's the power of WOW. From its birth during the Dot Com Boom in 1999 to its acquisition by Amazon in 2009, Zappos, the customer service company that just happens to sell things online, continues to turn heads with its disruptively entrepreneurial spirit and radically innovative employees. Ever unfolding throughout two decades, Zappos continues to outlive the seemingly inevitable short lifespan of the average corporate company. How do they do it? In The Power of WOW, the essential follow-up to Tony Hsieh's Delivering Happiness, Zapponians from every part of the business share powerful stories and lessons that they have learned in business and life––from delivering empathetic customer service in the face of devastating circumstances to creating a self-organized organizational structure using Market-Based Dynamics and everything in between. Fast-paced and filled with authentic, diverse voices, The Power of WOW gives readers an exclusive and immersive understanding of how one company is finding resilience. This glimpse inside the world of Zappos shows how a self-organized company is opening up avenues for passionate individuals to unleash their undiscovered strengths in the workplace and evolve the business from the inside out. Whether you are a customer, an employee, a business leader, shareholder, entrepreneur, or just happened to pick up this book, The Power of WOW will, ultimately, show how leading and infusing humanity into the workplace can change everything in your business, your community, and your life.
Author : Adam Bryant
Publisher : Times Books
ISBN 13 : 0805097023
Total Pages : 286 pages
Book Rating : 4.8/5 (5 download)
Download or read book Quick and Nimble written by Adam Bryant and published by Times Books. This book was released on 2014-01-07 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: More than two hundred CEOs reveal their candid insights on how to build and foster a corporate culture that encourages innovation and drives results In Quick and Nimble, Adam Bryant draws on interviews with more than two hundred CEOs to offer business leaders the wisdom and guidance to move an organization faster, to be quick and nimble, and to rekindle the whatever-it-takes collective spark of a start-up workplace, all with the goal of innovating and thriving in a relentlessly challenging global economy. By analyzing the lessons that these leaders have shared in his regular "Corner Office" feature in The New York Times, Bryant has identified the biggest drivers of corporate culture, bringing them to life with real-world examples that reflect this hard-earned wisdom. These men and women—whose ranks include Jeff Weiner of LinkedIn, Tony Hsieh of Zappos, Angie Hicks of Angie's List, Steve Case of Revolution (and formerly AOL), and Amy Gutmann of the University of Pennsylvania—offer useful insights and strategies for creating a corporate culture of innovation and building a high-performing organization that unleashes the passion and energy of its employees. As the world shifts to more of a knowledge economy, the winners will be companies that can attract and retain the best and brightest employees by creating an environment where they can grow, contribute, and feel rewarded. Through the wisdom of these leading chief executives, Quick and Nimble offers a keen understanding of leadership, recruiting, and the forces that shape corporate culture and a clear road map to bring success and energy to any organization.
Author : S. Chris Edmonds
Publisher : John Wiley & Sons
ISBN 13 : 1118947320
Total Pages : 276 pages
Book Rating : 4.1/5 (189 download)
Download or read book The Culture Engine written by S. Chris Edmonds and published by John Wiley & Sons. This book was released on 2014-09-22 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: An organizational "North Star," codifying valued behaviors for optimal performance The Culture Engine shows leaders how to create a high performing, values aligned culture through the creation of an organizational constitution. With practical step-by-step guidance, readers learn how to define their organization's culture, delineate the behaviors that contribute to greater performance and greater engagement, and draft a document that codifies those behaviors into a constitution that guides behavior towards an ideal: a safe, inspiring workplace. The discussion focuses on people, including who should be involved at the outset and how to engage employees from start to finish, while examples of effective constitutions provide guidance toward drafting a document that can actualize an organization's potential. Culture drives everything that happens in an organization day to day, including focus, priorities, and the treatment of employees and customers. A great culture drives great performance, and can help attract and retain great talent. But a great culture isn't something that evolves naturally. The Culture Engine is a guide to strategically planning a culture by compiling the company's guiding principles and behaviors into an organizational constitution. Decide which behaviors and attitudes are desired in the organization Secure leader commitment to planning, drafting, and implementing the document Learn the most effective way to socialize the draft statement and get everyone on board Model desired behaviors to boost employee engagement throughout the process Organizational culture is not an amorphous thing – it comes down from the top, inspired and exemplified by the leadership. It can steer a company up or down, keep it on mission or force it off-course. For an organization to fulfill its potential, the culture must be on-point, truly reflecting the heart of the company from leaders to team members across the company. The Culture Engine helps leaders define the playing field, pushing performance to the next level.
Author : Gustavo R. Grodnitzky
Publisher : Mountainfrog Publishing
ISBN 13 : 9780990727910
Total Pages : 258 pages
Book Rating : 4.7/5 (279 download)
Download or read book Culture Trumps Everything written by Gustavo R. Grodnitzky and published by Mountainfrog Publishing. This book was released on 2014-10-15 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: What determines our behaviors as human beings at the individual and organizational level? Although it often feels as though either our biology or our personality (or both) guides our decisions about issues large and small, increasing evidence suggests that ... culture trumps everything. This book investigates the powerful ways in which a variety of factors, to include behavioral norms, alternative corporate models, habit patterns, connectedness, trust, language, and time perspective, impact the creation of "quintessence" in organizations. It is this quintessence -- or lack thereof -- that ultimately determines the success and sustainability of organizations. As leaders, we get the organizations we deserve, as a direct result of the cultures we nourish (or neglect). If we want to ensure the best possible outcomes for ourselves and our organizations, we must focus on developing the cultures that foster success for all stakeholders, because ... culture trumps everything.
Author : Andrew Benett
Publisher : St. Martin's Press
ISBN 13 : 1137069449
Total Pages : 257 pages
Book Rating : 4.1/5 (37 download)
Download or read book The Talent Mandate written by Andrew Benett and published by St. Martin's Press. This book was released on 2013-09-17 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Our employees are our greatest asset"-it's a cliché companies feel obliged to spout. Some may even believe it. But as with eating healthy food and getting exercise, lip-service doesn't make goals come true. In this groundbreaking book, The Talent Mandate, Andrew Benett explores how truly "talent centric" organizations thrive in today's changing economy. Based on original research and in-depth interviews with outstanding leaders of talent-driven organizations such as Zappos, DreamWorks Animation SKG, Nestle, Dow Chemical, The Motley Fool, AnswerLab, and more, Benett uncovers emerging trends and benchmarks and shows why it is so important to invest in and develop tomorrow's talent. Readers will come away with a clear lesson: Talent is no longer something to be palmed off down the chain of command. It must be the top business priority of the most senior people in the company-including the CEO.
Author : Lisa Bodell
Publisher : Routledge
ISBN 13 : 1351861530
Total Pages : 144 pages
Book Rating : 4.3/5 (518 download)
Download or read book Kill the Company written by Lisa Bodell and published by Routledge. This book was released on 2016-10-21 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the ever-changing world of business, we've arrived at a point where process has trumped culture, where the race toward efficiency has left us unable to reach our potential. Stuck in the land of status quo, we've forgotten how to think. The very structures put in place to help businesses grow are now holding us back;; it's time to Kill the Company. This book is a call to arms: to start a revolution in how we think and work. But instead of more one-size-fits-all change initiatives forced upon employees, we need to embrace small changes that create ripple effects throughout the organization. Lisa Bodell urges companies to move from "Zombies, Inc." to "Think, Inc." Thinking can no longer be exclusive to the creative team or lead strategists. A culture of curiosity must be fostered among the ranks to shake up our standard practices, from unproductive meetings to go-nowhere strategic planning. This revolution can and will awaken our ability to think, and ultimately, to innovate and grow.
Author : Brian J. Robertson
Publisher : Henry Holt and Company
ISBN 13 : 1627794298
Total Pages : 240 pages
Book Rating : 4.6/5 (277 download)
Download or read book Holacracy written by Brian J. Robertson and published by Henry Holt and Company. This book was released on 2015-06-02 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Holacracy is a revolutionary management system that redefines management and turns everyone into a leader. Holacracy distributes authority and decision-making throughout an organization, and defines people not by hierarchy and titles, but by roles. Holacracy creates organizations that are fast, agile, and that succeed by pursuing their purpose, not following a dated and artificial plan. This isn't anarchy – it's quite the opposite. When you start to follow Holacracy, you learn to create new structures and ways of making decisions that empower the people who know the most about the work you do: your frontline colleagues. Some of the many champions of Holacracy include Tony Hsieh, CEO of Zappos (author of the #1 New York Times bestseller Delivering Happiness), Evan Williams (co-founder of Blogger, Twitter, and Medium), and David Allen.
Author : Aimee Groth
Publisher : Simon and Schuster
ISBN 13 : 1501129929
Total Pages : 336 pages
Book Rating : 4.5/5 (11 download)
Download or read book The Kingdom of Happiness written by Aimee Groth and published by Simon and Schuster. This book was released on 2017-02-21 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fearless gonzo journalism—an insider’s look at the enigmatic and successful CEO of Zappos, Tony Hsieh, and his quest to create his own version of utopia in the center of Las Vegas. In 2010 Tony Hsieh was introduced to many as a visionary modern business leader. Under Hsieh’s leadership, Zappos became the world’s largest online shoe company by championing satisfied customers and a valued workforce. After his company was purchased by Amazon, even as he continued as its CEO, Hsieh engaged his energies and considerable fortune toward a much larger goal: building a new and more socially conscious Silicon Valley in the heart of downtown Las Vegas, all within his five-year plan. Hsieh challenged business and technology journalist Aimee Groth to uproot her life and participate in his social engineering experiment. Beginning with couch surfing, moving to a Downtown Project crash pad, and then living in Zappos corporate housing above the Gold Spike bar, Groth had a front-row view of Hsieh’s efforts to build his ideal society. With interviews from insiders on all ends of the Zappos spectrum—like the “broken dolls” who gravitate toward Hsieh’s almost cultlike personality and make up some of his inner circle, to the Zapponians who live and work on campus, to players in the top echelon of Silicon Valley—Groth offers a unique view of a world few people know much about, and sheds a new light on this complex, eccentric man. The Kingdom of Happiness is the story of one man’s quest to create his own nirvana in the desert based on his exacting design and experimentation with lessons he’s gleaned not only from the incredible success of Zappos, but also from rave culture and Burning Man. Is it the business model of the future or a cautionary tale of hubris?
Author : Linden Brown
Publisher : McGraw-Hill Education
ISBN 13 : 9780071821148
Total Pages : 336 pages
Book Rating : 4.8/5 (211 download)
Download or read book The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance written by Linden Brown and published by McGraw-Hill Education. This book was released on 2014-01-07 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership
Author : Anthony Middlebrooks
Publisher : SAGE Publications
ISBN 13 : 1506336817
Total Pages : 505 pages
Book Rating : 4.5/5 (63 download)
Download or read book Discovering Leadership written by Anthony Middlebrooks and published by SAGE Publications. This book was released on 2018-12-15 with total page 505 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discovering Leadership: Designing Your Success by Anthony Middlebrooks, Scott J. Allen, Mindy McNutt, and James Morrison provides a practical, engaging foundation and easy-to-understand framework for individuals to purposefully design leadership. This action-oriented text starts with the self and helps students understand their individual strengths, styles, and skills with numerous reflection opportunities. Next, the text explores the relational aspects of leadership and best practices for motivating and inspiring followers. Finally, the text concludes by examining how leaders can transform their communities and create lasting, positive change. Practical applications and activities in each chapter help students develop their confidence, optimism, resiliency, and engagement. Regardless of your students’ background or major, they will gain the knowledge and skills they need to become thoughtful, impactful leaders.
Author : Carmine Gallo
Publisher : McGraw Hill Professional
ISBN 13 : 0071813284
Total Pages : 256 pages
Book Rating : 4.0/5 (718 download)
Download or read book The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK) written by Carmine Gallo and published by McGraw Hill Professional. This book was released on 2012-10-19 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for THE APPLE EXPERIENCE "There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience." --Guy Kawasaki, author of Enchantment and former chief evangelist of Apple "Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!" --Garr Reynolds, author of Presentation Zen and The Naked Presenter "At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. "An exciting resource for any business owner in any country who wants to reimagine the customer experience." --Loic Le Meur, CEO, LeWeb "Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business." --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction "Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today." --Peter Steinlauf, Chairman, Edmunds.com "This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. " --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Reinvent your business to deliver Apple-like customer satisfaction and profits In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind the company's total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service. Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus: Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience. This enhanced eBook includes seven bonus videos! Each one focuses on a different lesson for Apple-style success and provides great visuals of different Apple stores throughout the country.
