Praise for THE APPLE EXPERIENCE
"There are three pillars of enchantment: likability,
trustworthiness, and quality. The Apple experience is the best
modern-day example of all three pillars. Carmine's book will help
you understand and implement the same kind of world-class
--Guy Kawasaki, author of Enchantment and former
chief evangelist of Apple
"Carmine Gallo explains beautifully and simply just what makes
the Apple retail experience so successful. No matter what kind of
business you are in, there are insanely valuable lessons in this
--Garr Reynolds, author of Presentation Zen and
The Naked Presenter
"At its core, this book is not about Apple. It's about
delivering the best experience possible." --Tony Hsieh,
New York Times bestselling author of Delivering
Happiness and CEO of Zappos.com, Inc.
"An exciting resource for any business owner in any country who
wants to reimagine the customer experience."
--Loic Le Meur, CEO, LeWeb
"Why can't other retail experiences be as great as an Apple
store's? Not only does Carmine Gallo answer that question
brilliantly, but he shows precisely how to make sure your customers
never ask it about your business."
--Matthew E. May, author of In Pursuit of
Elegance and The Laws of Subtraction
"Carmine Gallo gets to the magic of Steve Jobs: Touching
people's lives. This simple, yet delightful vision should be at the
heart of every retail interaction in the world today."
--Peter Steinlauf, Chairman, Edmunds.com
"This magnificent collection of insights illuminates the way for
anyone who wants to create a truly great experience, whether in
retail, service, or software. "
--Dan Roam, author of The Back of the Napkin and
Blah Blah Blah
Reinvent your business to deliver Apple-like customer
satisfaction and profits
In The Apple Experience, internationally bestselling
author Carmine Gallo details the principles and practices behind
the company's total commitment to the customer and explains how
your brand can achieve outstanding results by delivering this same
high standard of service.
Carmine Gallo interviewed professionals at all levels who have
studied Apple, and he spent hundreds of hours observing the selling
floor in Apple's retail space and learning about Apple's vision and
philosophy. Using insights and data from these sources, he breaks
down Apple's customercentric model to provide an action plan with
three distinct areas of focus:
- Inspire Your Internal Customer with training,
support, and communications that create a "feedback loop" for
improving performance at every level
- Serve Your External Customer with irresistible
brand stories and dedicated salespeople who embody the APPLE five
steps of service-- Approach, Probe, Present, Listen, End with a
- Set the Stage by ensuring that no element is
overlooked in creating an immersive retail environment where
customers can see, touch, and learn about your products
With The Apple Experience, you can improve the return
on your investment in retail by adding real value to every customer
interaction. Better still, any business that deals with
people--employees or customers--can adopt the techniques to achieve
Apple-like market dominance by enriching lives, building loyalty,
and reimagining the customer experience.
This enhanced eBook includes seven bonus videos!
Each one focuses on a different lesson for Apple-style success and
provides great visuals of different Apple stores throughout the