For those of you interested in the design of user experience and customer-facing employee training at Apple Stores, I just published a lengthy interview with Alex Frankel, the author of the just-released "Punching In: The Unauthorized Adventures of a Front-Line Employee."
Kontra: I noticed that you underlined the "permission" aspect of engaging the customer into revealing their intent, as the salespeople used the "Would it be alright if I ask you…" phrase quite a bit. Was that specifically taught during training? Frankel: Yes, the notion of asking customers for their permission to ask them more questions is a critical part of the Apple Store employee approach and taught throughout Apple Store training... http://counternotions.com/2007/11/26/punching-in-interview An earlier article: Apple Store strategy: "Position, permission, probe" http://counternotions.com/2007/10/21/apple-store-strategy had covered Apple's strategic approach to retail-experience design. -- Kontra http://counternotions.com ________________________________________________________________ *Come to IxDA Interaction08 | Savannah* February 8-10, 2008 in Savannah, GA, USA Register today: http://interaction08.ixda.org/ ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
