The Apple Experience: Secrets To Building Insanely Great Customer Loyalty - Plot & Excerpts
The feedback form is sent to customers once they leave the store. But it’s clear that there is a direct correlation between how people feel when they leave and how likely they are to return or recommend the experience to someone else. When you leave someone’s house, you expect to be sent off with a smile and an invitation to return, don’t you? Imagine dropping in to a neighbor’s house for a few minutes and as you leave, your neighbor says, “It’s great to see you. Please bring the kids next time. We have some toys here that our grandkids love, and we know your children will like them, too.” The farewell would make you feel special, wouldn’t it? Believe it or not, this is not all that different from the fond farewell Apple Store employees are trained to deliver. When I purchased a MacBook, the Specialist who sold it to me ended with this remark: “It was great meeting you and learning more about the presentations you give. I think you’ll be very happy with your MacBook Pro.
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