It shows that the customer experience in an Apple Store is played from the recruitment of employees. She also wishes to details that might seem insignificant, as the absence of fingerprints in a store where everything is nevertheless designed to invite the customer to touch!
The example Apple also invites to question managerial practices that seemed obvious, such as motivation by the variable remuneration: paradoxically, sellers are not commissioned sales. Thus they are really focused on customer needs and not on the desire to make a sale at any price, which is much more effective!
A fascinating book, well documented and supplemented with examples from other reputable companies for their quality of service.
