The Apple Experience March 12, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: Apple, apple store, Bill Gates, carmine gallo, CRM, cupertino, customer service, Disney, Employee, Innovation, iPad, ipad2, ipad3, iPhone, iphone2, iphone3, iphone4, iPod, iTunes, Jobs, Leadership, mac, macintosh, management, marc, Pixar, silicon valley, staff, Steve, Steve Jobs, Strategy, team, workforce, Zuckerberg
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The Apple Experience
Secrets to Building Insanely Great Customer Loyalty
Author: Carmine Gallo
ISBN: 9780071793209 / 0071793208
©2012 | 1st Edition | 256 pages | Hardback
Pub Date: APR-12
Price: US$ 25.00
Book Preview | Learn More
Apple’s 5 Core Principles—Now in the Palm of Your Hand!
Steve Jobs and Apple re-imagined retail. The Apple Experience reveals the secrets to the iconic brand’s unparalleled success during one of the most difficult retail environments in decades.
A global expert on the business methods of Steve Jobs, Carmine Gallo uncovers the five steps of service that Apple’s customer-facing employees follow to engage customers in a retail setting:
Approach
Probe
Present
Listen
End with a fond farewell
Learn how to serve both internal and external companies, create “fearless” employees, and develop a “feedback loop” that benefits everyone at every level.
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: The Art of Changing Hearts, Minds, and Actions 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, best-selling author of Presentation Zen and The Naked Presenter
“The Apple Experience isn’t just for retailers. It applies to any business that involves people. 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
Articles by Carmine Gallo
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Forbes, March 08, 2012: 7 Ways Tim Cook Gave a Steve Jobs-Like Presentation
- Forbes, May 20, 2011 – How The Four Seasons Helped Apple Store Rewrite the Rules
- InformationWeek, August 26, 2011 – 5 Succession Planning Lessons From Steve Jobs
About the Author
Carmine Gallo is the communications coach for the world’s most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo is a popular keynote speaker and has worked with executives at Intel, Cisco, Chevron, Hewlett-Packard, Coca-Cola, Pfizer, and many others. Gallo writes “My Communications Coach,” a regular column for Forbes.com. He has written several internationally bestselling and award–winning books, including The Innovation Secrets of Steve Jobs, The Presentation Secrets of Steve Jobs, and The Power of foursquare. Gallo has been featured in the Wall Street Journal, the New York Times, and Success magazine and on CNBC. He lives in Pleasanton, California, with his wife and two daughters.
Other books by Carmine Gallo:
- 9780071636087 The Presentation Secrets of Steve Jobs
- 9780071748759 The Innovation Secrets of Steve Jobs
- 9780071773171 The Power of foursquare
Connect with Carmine Gallo
Innovate the Pixar Way: Business Lessons from the World Most Creative Corporate Playground March 5, 2010
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization, Review.Tags: Bill Capodagli, Corporate Playground, Creative, Disney, Lynn Jackson, Pixar, Secrets of Success
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Innovate the Pixar Way
Business Lessons from the World Most Creative Corporate Playground
Authors: Capodagli, Bill; Jackson, Lynn
ISBN-13: 978-0-07-163893-7
ISBN-10: 0071638938
©2010 | 1st Edition | 224 pages , Hardcover
Pub Date: November 2009
Price: US$ 21.95
Author’s Interview | Authors’ Blog: Capodagli Jackson Consulting | Learn More
Unleash Pixar-style creativity in any organization!
Authors of the business classic The Disney Way, Bill Capodagli and Lynn Jackson take a behind-the-scenes look at the company built upon the “magic” of Disney.
Readers of this concise and accessible book will learn how to apply Pixar’s secrets of success, which include the company’s ability to turn visions into clear directives and its remarkable focus on detail, which translates into products of the utmost quality. Other lessons include how to hire creative people and always challenging the status quo.
About the Authors
Bill Capodagli (pronounced Ca po die) co-authored one of Fortune magazine’s “Best Business Books of 1999,” The Disney Way: Harnessing the Management Secrets of Disney in Your Company. Prior to co-founding Capodagli Jackson Consulting in 1993, Bill held managerial positions at the consulting firms of AT Kearney, Ernst & Whinney (now Ernst and Young) and Coopers & Lybrand. Bill served on the Extended Services faculty of the University of Southern Indiana from 1991-1993 and presented the The Disney Way principles to a vast client base.
Bill Capodagli has become one of the most recognizable keynote speakers in recent years, enlightening audiences with his Dreamovations approach (Dream, Believe, Dare, Do), Walt Disney’s key success formula and the principles which are transforming both entrepreneurial and Fortune 500 companies alike.
Lynn Jackson has spent 20 years assisting both Fortune 500 and entrepreneurial companies reshape their cultures and implement “Dream, Believe, Dare, Do,” Walt Disney’s credo for success and the principles on which The Disney Way is based. Lynn holds degrees in organizational psychology from Ball State University and instructional systems technology from Indiana University. In her popular seminars with her coauthor, Bill Capodagli, Lynn inspires leaders to adopt the Disney principles as a critical business success formula.
Endorsements
“Details how this playful organization provides a working environment that encourages imagination, inventiveness, and joyful collaboration. If you dream of creating a more positive climate in your company, this book might just make your dreams come true.”
– Ken Blanchard, coauthor of The One Minute Manager ® and
Helping People Win at Work
”This tremendous book brings the magic and genius of Pixar to the page and lets us in on the secrets and intuitive synergy of such a successful company.”
– Stephen R. Covey, author, The 7 Habits of Highly Effective People
and The 8th Habit: From Effectiveness to Greatness
“With great and useful tips from beginning to end, this book will inspire workplaces to have more fun AND more success. I guarantee it!
— George Zimmer, Chairman and CEO, Mens Warehouse
“Pixar is one of the most creative organizations in the world. . Read Innovate the Pixar Way and explore the true beauty in how they sustain the environment. Who knows, maybe a little Pixar dust will fall on you!”
– John Christensen Co-author of Fish! and Playground
Director AKA: CEO, ChartHouse Learning
“Creativity makes it possible for our dreams to become real — my life is my proof. This book puts all those possibilities in the hands of the reader…for those who will be creating the future.”
–Carol Lawrence Singer, Dancer, Actress, National
Spokesperson for the Opening Minds through the
Arts student achievement program
Book Review
- getAbstract – To read, please click HERE
Video on Innovate the Pixar Way by Bill Capodagli
Business Lessons from the World’s Most Creative Corporate Playground!
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