|The more technologically advanced our society becomes, the more we need to go back to the basic fundamentals of human communication.|
New Best Practices at the Apple Store -- Angela Ahrendts, the former CEO of Burberry, has been running Apple's stores since May 2014 (and compensated almost $74 million). With over 60% of Apple's employees working in these stores, she has chosen to focus on the people side vs. the product side. This Fortune article details why Tim Cook chose her (some excellent insights into hiring top execs and the mistakes to avoid); how she has spent her first year; and some of the routines (you might initiate) she's added to the stores. NotesFortune:
One of the first things Ahrendts did was institute a now-weekly video communication in which she lays out the game plan. It may seem small, but every Apple store employee I spoke with cited it as a welcome change. The video is a combination pep rally and strategy session, with three key thoughts expressed in a few minutes.
...to better understand retail staffers' perspectives, Ahrendts launched Share Your Ideas, an internal app in which they can propose improvements or lodge complaints. (Apple had a process before, but it was mostly ad hoc and not widely used.) Ahrendts says she reads every comment, and within 48 hours someone from her team responds.
Ahrendts also brought the physical stores and online retail together under one team so there was a common customer experience. This article is worth the 3 minutes to pick up more tips on how a new executive makes an impact to an already successful store and brand.