by carolynkilmer@gmail.com | Aug 30, 2012
Article written for Retail Customer Experience Online (retailcustomerexperience.com) The Apple Store has a secret. Once you know the secret you can use the information to completely reinvent and reimagine the experience your customers have with your brand. I first...
by carolynkilmer@gmail.com | Aug 30, 2012
The Apple Store has a secret. Once you know the secret you can use the information to completely reinvent and reimagine the experience your customers have with your brand. I first revealed the secret in my new book, “The Apple Experience.” This week, the...
by carolynkilmer@gmail.com | Aug 27, 2012
I had one of those ‘pinch-me’ moments thanks to a friend who invited me to dinner with Neil Armstrong who passed away at the age of 82. For three hours I sat across from Armstrong as he regaled us with stories of the first moon landing. Remember, Armstrong was one of...
by carolynkilmer@gmail.com | Aug 23, 2012
After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple’s astonishing success in retail lies in what customers don’t see—the way employees are hired, trained, motivated, and taught to communicate...
by carolynkilmer@gmail.com | Aug 22, 2012
When was the last time you shopped at Best Buy for the experience? If you’re like me you go to Best Buy for the selection of consumer electronics devices and reasonably low prices. The experience is the last thing on my mind. In fact, a trip to the giant electronics...
