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CUSTOMER SERVICES (2) answer(s).
 
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1
ID:   016761


Apple experience: Secrets to building insanely great customer loyalty / Gallo, Carmine 2012  Book
Gallo, Carmine Book
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Publication New Delhi, Tata McGraw Hill Education Private Limited, 2012.
Description xviii, 235pWhite Spine
Summary/Abstract Explains what makes the Apple retail experience so successful. This title details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Contents Introduction: enriching lives Inspiring your internal customer Dream bigger Hire for smiles Cultivate fearless employees Build trust Foster a feedback loop Develop multitaskers Empower your team Serving your external customer Follow Apple's 5 steps of service Reset your customer's internal clock Sell the benefit Unleash your customer's inner genius Create wow moments Rehearse the script Deliver a consistent experience Setting the stage Eliminate the clutter Pay attention to design details Design multisensory moments Conclusion: the soul of Apple
Standard Number 9781259027680 Pb.
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I00900658.812/GALMainOn ShelfGeneral 
2
ID:   027340


Innovator's solution: creating and sustaining successful growth / Christensen, Clayton M.; Raynor, Michael E. 2003  Book
Christensen, Clayton M. Book
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Publication Massachusetts, Harvard Business School Press, 2003.
Description x, 304pBlack spine
Summary/Abstract In his worldwide bestseller The Innovator's Dilemma, Christensen explained how industry leaders get blindsided by disruptive innovations precisely because they focus too closely on their most profitable customers and businesses. The Innovator's Solution shows how companies get to the side of this dilemma, creating disruptions rather than being destroyed by them." "Drawing on years of in-depth research and illustrated by company examples across many industries, Christensen and Raynor argue that innovation can be a predictable process that delivers sustainable, profitable growth. They identify the forces that cause managers to make bad decisions as they package and shape new ideas - and offer new frameworks to help managers create the right conditions, at the right time, for a disruption to succeed." "Revealing counterintuitive insights that will change your perspective on innovation forever, this landmark book shows how to create a disruptive growth engine that fuels ongoing success.
Standard Number 1578518520 Hb.
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