Introduction: enriching lives Inspiring your internal customer Dream bigger Hire for smiles Cultivate fearless employees Build trust Foster a feedback loop Develop multitaskers Empower your team Serving your external customer Follow Apple's 5 steps of service Reset your customer's internal clock Sell the benefit Unleash your customer's inner genius Create wow moments Rehearse the script Deliver a consistent experience Setting the stage Eliminate the clutter Pay attention to design details Design multisensory moments Conclusion: the soul of Apple
