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Definition
1. Make eye contact and smile
2. Greet and welcome each and every Guest
3. Seek out Guest contact
4. Provide immediate service recovery
5. Display appropriate body language at all times
6. Preserve the “magical” Guest Experience
7. Thank each and every Guest |
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Definition
1. Every 2 years, each Amazon manager spends 2 days on the help / support desk answering calls & emails.
2. CEO Bezos leaves an open chair at every executive meeting saying it's the most important person - the customer.
3. Bezos has apologized to his customers personally. |
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Term
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Definition
Google Pillars of Innovation:
1. Have a mission that matters
2. Think big but start small
3. Strive for continual innovation, not instant perfection
4. Look for ideas everywhere
5. Share everything
6. Spark with imagination, fuel with data
7. Be a platform
8. Never fail to fail |
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Term
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Definition
1. Happy employees = happy customers
2. Anticipate customer needs
3. Apologize genuinely |
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Term
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Definition
1. Be convenient
2. Listen across channels
3. Say "thank you" |
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Definition
Zappos Core Values:
1. Deliver WOW Through Service.
2. Embrace and Drive Change.
3. Create Fun and A Little Weirdness.
4. Be Adventurous, Creative, and Open-Minded.
5. Pursue Growth and Learning.
6. Build Open and Honest Relationships With Communication.
7. Build a Positive Team and Family Spirit.
8. Do More With Less. |
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Term
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Definition
The most significant innovation from Apple these days isn't the new headphone-jack-less iPhone 7 or the waterproof Apple Watch 2 -- it's the Apple store customer experience.
To follow Apple's lead, retailers should consider the customer experience the ultimate product. Customer experiences should be developed with rigorous R&D and meticulous design. |
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Term
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Definition
Apple Design Principles:
1. Aesthetic Integrity. Aesthetic integrity represents how well an app's appearance and behavior integrate with its function. ...
2. Direct Manipulation. The direct manipulation of onscreen content engages people and facilitates understanding. ...
3. Metaphors. |
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Term
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Definition
| “It’s not just about ringing a register and performing a task,” Schultz tells Fortune. “It’s also about creating an emotional, enduring relationship and connection with our people, their families, and ultimately with our customers.” |
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