The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (35 page)

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

Focus groups, 47, 186

Forstall, Scott, 146–147

Four Seasons Hotels, xvii, 7–10, 110, 117, 171, 213

Francona, Terry, 32

Freakonomics
(Dubner), 82

Friedman, Thomas, 216–217

FRSTeam, 153–156

Fun, 177–178, 210

Funnel Mill coffee shop, 201–204

FYI: For Your Improvement
(Korn/Ferry), 41, 46

Gallo, Vanessa, 67

Gallo Communications Group, 67

Gallup poll, employee disengagement and disillusionment, 3, 52

GameStop, 187

Gates, Bill, 6

Gateway, 12

General Electric (GE), 82

Geniuses/Genius Bar, 10, 42, 57, 74, 79, 101, 132–133, 170–172, 208, 214

Ginza, Tokyo, Apple Store, 195–197

Gizmodo, 184

Goldstein, David, 186

Google, 16, 79–80, 162

“Goosebump moments,” 154

Grand Central Terminal Apple Store, 185

Graziano, Joseph, 186

Greeting customers, 9, 69–70, 72, 92–97, 106, 110, 169, 203

Griffin Hospital, 40–41

Gropius, Walter, 196

Harbaugh, Jim, 41

Harvard Business Review
, on hiring practices, 18

Hertzfeld, Andy, 16

Hewlett, Bill, 216

Hiring practices, 15–30, 135–136

attitude vs. aptitude in, 16, 18, 24, 25

“cultural fit” in, 175–176

at Disney, 20–23

diversity and, 175–176

managerial panel of interviewers in, 30

at Mens’ Wearhouse, 32–33

three-step Apple process for, 28–31

Ho, J. C., 201–204

Ho, Teresa, 202–204

Holmes, Phil, 22

Horse Whisperer, The
(movie), 132

Hsieh, Tony, 81, 104, 176.
See also
Zappos

iMac, 34, 99, 138, 185, 206, 207, 210

ING Direct, 18

Innovation Secrets of Steve Jobs, The
(Gallo), xvi, 10, 152

iPad, xi, 35, 47, 54, 73, 97–98, 113, 149–152, 157, 160, 169, 171, 175, 185, 192, 197, 207, 215–216

iPhone, 35, 54, 73, 74, 102, 105, 129, 145–151, 158, 160, 163–164, 171, 197

iPhoto, 99, 100

iPod/iPod Touch, 35, 51, 54, 58, 98, 145, 150–151, 169, 171, 197, 206, 207

Isaacson, Walter, 10

on Apple culture, 26

on Job’s employee recruitment process, 25

on Jobs’ obsession with design, 204

on Jobs’ view of employee confidence, 31

on Jobs’ view of legacy, 59

iTunes, 47

Ive, Jonathan, “Jony,” 35, 184–185

IZOD, 187

J. C. Penney, xvii

Jackson, Phil, 84

James Beard Foundation, 23

Jobs, Steve, 9, 92, 108, 122, 126, 128, 130, 183, 210, 217

AT&T leadership influenced by, 105

on creativity, 132, 213

criticism from, vs. employee confidence, 27, 38–39

death of, 5, 35, 143, 167–168

on design, 191, 192, 194, 196–198, 204

“Celebration of Steve’s Life” and, 35

Disney and, 20

first Apple Store and, 206–207

Genius Bar and, 171

innovation skills of, xvi

NeXT company and, 27

Pixar and, 217

presentation skills of, xvi

return to Apple in 1997, 34, 185

Starbucks and, 201

“Stevenotes” presentations by, 143

vision of, 6, 79

Zuckerberg, Facebook, and, 161

Johnson, Ron, xviii, 7, 9, 25, 91, 182, 210

on Apple experience, 142

Genius Bar development by, 10, 171

on Net Promoter Score (NPS), 54, 55

Jordan, Michael, 84

Kinko’s, 189

Korn–Ferry, Lominger, 45

Kuhlmann, Arkadi, 18

LA Lakers Basketball, 84

Lady Gaga, 138

Lansing, Andy, 24

Lasseter, John, 217–218

Leadership.
See
Managers/Management

Lederhausen, Mats, 79

Legacy building vs. profits, 58–59

LEGO, 93, 94, 140–141, 209

Levy Restaurants, 24

LinkedIn, 80

Listening skills, 43–44, 99

Lominger/Korn/Ferry leadership system, 45–46

Lopez, Jennifer, 138

Los Angeles Times
, US Airways customer service story, 57

Loyalty, customer, 107–108

Lucas, George, 217

Lush, 117, 165, 173–176, 213

Mac, 171

MacBook, 35, 51, 54, 55, 64, 101, 118, 148, 175, 197, 206, 207

Macintosh, 144–145, 196, 213

Macy’s, 213

Malkoff, Mark, xi–xii

Managers/management, 38–45

Market share for Apple, 208

Marketing philosophy of Apple, 195

Markkula, Mike, 195

Mayer, Marissa, 80

McDonald’s, 79

Medill School of Journalism, Northwestern, 130

Medina, John, 143, 144

Men Are From Mars
, 99

Men’s Wearhouse, 32–33

Mercedes, 113–116

Message maps, 161–166

Microsoft, 6, 184, 193

Modern art influence on Apple design, 196–197, 205

Modesto, California Apple Store example, 60–61

Mondavi, Robert, 138

Morale building, 84

Motivating employees, 78–81

Mrs. Fields, 152

Multisensory experiences, 206–213

brainstorming to provide, 212

building customer relationships through, 208–209

creating, 212–213

Disney Store and, 211–212

entertainment as part of, 209–210

interactive experiences and, 206, 211

Tesla Motors example of, 210–211

Multitasking employees, 60–72

addressing/greeting new customers in, 69–70, 72

mastering, three steps for, 67–71

quick fixes in, 70

role models for, 72

wait times and, 70–71

“Museum of Modern Art quality” in design, 196–197, 205

Net Promoter for People (NPP) rating system, 55

Net Promoter Score (NPS), 52–55, 56, 58

NeuroFocus, 186

Neuroscience-based marketing, 186–187

New York Times
, Applebee hiring practices, 24

NeXT, 27

Nicholas, Jim, 153–156

Nike, xvii

Nordstrom, xvii, 117

One-to-One membership program, 99, 134–136, 170, 206

Ordierno, Ray, 48

Orfalea, Paul, 189

Outback Steakhouse, 119–120

Packaging design, 197–198

Packard, David, 216

Page, Larry, 162

Personalized approach to customer service, 92–97, 170

Peterson, Lee, 187

Phelps, Sherry, 18–19

Photoshop, 155

Picone, Stephanie, 187

Pink, Daniel H., 73, 78

Pixar, 217–218

Positive Coaching Alliance, 83

Pottery Barn, 95

Powell–Jobs, Laurene (wife of Steve Jobs), 20

PowerPoint, 145

Pradeep, A. K., 186, 193, 209–210

Presentation Secrets of Steve Jobs, The
(Gallo), xvi, 160, 213

Presentations, Steve Jobs and, 143–144

Press releases, 158

Public relations, 19–20

Reckitt Benckiser, 161

Recruiting new hires, 25

Red Sox Baseball, 32

Redford, Robert, 132

Reichheld, Fred, 52, 54–55, 59

Relationship building with customers, 132–136

Resolving customer concerns/issues, 102–103

Respect and trust building, 39

Restrooms, toilets, 189

Revenue of the Apple Store, 7

Ritz-Carlton, The, 76–78, 82, 168, 117, 171, 178, 213

Roberts, Deborah, 5

Rodriquez, Harold, 77–78

San Francisco 49ers Football, 41

San Francisco State University, 67

Schiller, Phil, 146

Schultz, Howard, 199–201.
See also
Starbucks

Scripting, 157–166

brand message map in, 165–166

details of supporting points in, 162–163

in-store signage and, 159

message map in, 161–166

Sculley, John, 214

Seberg, Sheila, 57

Selection process, employees, 21–22

Sequoia Capital, 162

Sharp, Isadore, 8–10, 109–110

Sharp, Rosalie, 8

Siri, 73, 129, 146–148, 160

Sky, Emma, 48

Smith, Fred, 10

Social media/networks, xiv–xv, 42, 53, 57, 95–97, 141–142

“Soul” of the apple store, 16, 214–218

Southwest Airlines, 18–19, 54

Specialists, 51, 64–66, 71, 79, 97–98, 101, 103, 111–113, 122–125, 133–135, 139, 147, 148, 152, 159–160, 175, 214

Speed of Trust
(Covey), 38, 45, 46