[PDF] Download ↠ The Apple Experience: Secrets to Building Insanely Great Customer Loyalty | by ↠ Carmine Gallo

By Carmine Gallo | Comments: ( 113 ) | Date: ( Jan 21, 2020 )

Apple Stores earn money per square foot than any other retailer At the core of Apple s success and intense customer loyalty, however, aren t just Insanely Great products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience In The Apple Experience, internationally bestselling author Carmine Gallo details the prinApple Stores earn money per square foot than any other retailer At the core of Apple s success and intense customer loyalty, however, aren t just Insanely Great products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this 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 customer centric 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 fond farewell 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 productsWith 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.


  • Title: The Apple Experience: Secrets to Building Insanely Great Customer Loyalty
  • Author: Carmine Gallo
  • ISBN: 9780071793208
  • Page: 328
  • Format: Hardcover

About Author:

Carmine Gallo

Carmine Gallo is an American author, columnist, keynote speaker, and former journalist and news anchor Now currently based in Pleasanton, California, he is President of Gallo Communications Group and works as a communications coach and speaker



Comments The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

  • Jerry

    This is a worthwhile book on how to improve customer service. The author has written a How To book with Apple Stores as the main example but also including examples from other great companies. There are many specifics on what makes Apple Stores so successful. For example: “Vision is everything A vision helps you see things that others might have missed.” Apple Store vision: “Enriching Lives”“Steve Jobs was fanatical about the details of the customer experience The screens of notebook c [...]


  • Brian Swain

    I'm generally not a big fan of business books, but I found this an inspiring overview of the Apple Customer Experience (Cx) ethos, just the thing to help prepare me for my new role as Cx Director at tech start-up Vysk Communications. I highly recommend it to anyone who wants to better understand the forces that drive fanatical loyalty to the Apple brand.


  • Ion Bargan

    „Toți angajații de la Apple sunt încurajați să poarte la ei un card cu crezul Apple. Primele cuvinte sunt "Îmbogățește viețile clienților!" Sunt și cele mai importante cuvinte din carte.„Experiența Apple” de Carmine Gallo este împărțită în trei părți:1) Inspiră-ți clienții interni2) Cum îți deservești clientul extern3) Pregătirea sceneiDin prima parte a cărți vei afla cum Apple angajează oameni pentru propria rețea de magazine, de ce contează mai mult calit [...]


  • Tania

    The Apple Experience is an insanely great case study on customer service. The steps to build a better business model by making your customers happy are laid out in a simple and straightforward manner and a constant stream of real world examples bring these concepts to life. Though the main focus here is Apple, the author includes examples of companies who emulate Apple as well, such as AT&T, Disney, Zappos, Starbucks, and more. There is ample content here to walk away and immediately begin p [...]


  • Marc Wachtfogel

    A book for personal and professional success!Apple based many of their customer experience techniques on the Ritz Carlton Methodown for the Gold Standardsd that's what drew me to this book. Best Buy set out to be a destination stop for families. But, Apple really nailed it. This book explains how they did it in grand fashion. My key takeawaywe all have customers, whether internal or external. The "experience" we impart in our every day work/life is as important, if not more so, than what we are [...]


  • Terry Dicken

    Gallo has some really good information all through the book. It is a quick read. I have a lot of notes on concepts to remember. But, I do agree with othersere are a lot of "I"s and self promotion in the book which, for me, becomes a distraction. And, although I do believe that you need a visionary to push endeavors forward. The how comes from the unknowns. Jobs was a great visionary and is given all the credit for the success of Apple. But, there are many thousands that made his vision work that [...]


  • João Soares

    The Apple Experience is a must-read for anyone who wants to improve their business. Heck, it's for anyone who wants to live a great life. Gallo's book is fascinating, because it teaches the reader perhaps the most fundamental principle to being great: imbue everything you do with passion.This book, with just over 200 pages, should be on everyone's shelves, because it's the story of one of History's most influential people: Steve Jobs. Regardless of what you think of Apple, the impact it has had [...]


  • المهند السبيعي

    The book put a great deal of attention to the hiring part, it is nice to read as someone who's working in CX but better to be readed by the HR team, also promoting NPS metric as it is the best and only CX metric, even if Apple use it at least the author should highlight the drawback of such metric.what is good about this book is the stories which are about different companies and the secrets behind thier success All in all I found it stuffy


  • Fee

    I like the great advice and insight but, my goodness, a little less worshipping would have made this book so much better. One example: throughout the book there are highlighted halleluja quotes from happy Apple customers. They add absolutely nothing. The writer is already praising everything Apple does. And he is laying it on thick. Enough is enough.


  • LeikHong Leow

    Excellent book. Apple Store is the world class leading of customer service.Gallo has successfully illustrated all the small details on how Apple built their retail store, what are the "wow" factors that impressed all visitors to the store.This book is too a very guide on the subject of customer service for any retail store. Excellent


  • Honoree

    It was a pleasure to read The Apple Experience by Carmine Gallo. I will now look at how the best companies provide customer service, right along with how I will notice how other companies could do it better. I will also challenge myself to provide amazing experiences for my clients and customers from the day forward.


  • Tony

    Now I know why I always buy Apple! After reading this I went into an Apple store and, sure enough, within 10 seconds I had been greeted with a cheerful smile and hello. More seriously, what I found interesting was Apple's practice of hiring 90% for character and 10% for technical skills on the grounds that cheerful, cooperative, friendly people are easy to teach and willing to learn.


  • Nicholas Why

    If you think that excellent customer service is the responsibility of a single department in an organisation, this book is for you. From the hiring process, through the culture all the way to leaders who live & breathe customer service, it is apparent that all business now evolves around making the customer happy.


  • Josh Miller

    The Apple Experience was an interesting book because it brought us behind the scenes of how Apple creates a customer loyal by creating great customer service. It says that Steve Jobs was fanatical about the customer experience, and that is a reason that he was so successful. It provides a great example to other companies on how to create and retain loyal customers.


  • Tanya

    Most business books that deal with personnel have components that can apply to a family unit also, but this one not so much. I liked the book and for others trying to build their small business, I would recommend it.


  • Iman Nurdin

    Great book! It proves that a fresh approach to old problems could invalidate common wisdom. However, far too many people only do the same things over and over, while wondering why the outcome is still the same.


  • Reynolds Robin

    I love this book.Before this book, I never thought customer loyalty and service can play an important part in a business.Now that I know, I am more confident in most of the social related things that I do, work or personal.Thank you Carmine, you're amazing!


  • Jeff

    Interesting overview of the methods Apple uses to build its "insanely great" customer loyalty at the retail store level, but disappointingly, many of the points mentioned in the book didn't really occur when I actually visited their stores.


  • Jorge

    Meh. More of a curated collection of apple retail statistics benchmarked vs. other players. And the self promotion of gets old after the first thee pages (we get it dude - you used to be on tv, and have best selling books)


  • Academic Eric

    This looks interesting so far I wonder if I will get a chance to read it?


  • Dave Guymon

    Great look into the most successful and innovative company of all-time. I'm not even an Apple evangelist, but I was wowed by the attention to detail that makes Apple great . . . insanely great.


  • Kari Metzger

    Excellent book! (4 stars only because once in a while it rambled), but definitely something that every company that has a customer service focus should read.


  • Too

    I used to work there. He really got inside information.


  • Kalwinder Dhindsa

    Awesome


  • Preciousgem

    A insanely bold vision combined with loyal employees, open leadership, and committed culture creates the Apple experience


  • Melissa

    Wow, This inspired me. If you are in business and haven't read about Disney, apple or zappos, you need to.


  • Lee Konecke

    I've been currently dissecting all of Gallo's books.The psychology behind Apple and Steve Jobs behavior behind messaging, innovation, and customer experience is phenomenal


  • Dougald

    A great book to help you think through public services. Although I work at an academic library I found this book very helpful.


  • Graham Harvey

    Brilliant! Most people believe that the success of Apple is solely due to the innovative brilliance of itsproducts. This book dispels that myth & deomonstrates the 'service' excellence that is Apple.


  • Kathy

    I enjoyed this book. Very interesting look at the Apple phenomenon


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  • [PDF] Download ↠ The Apple Experience: Secrets to Building Insanely Great Customer Loyalty | by ↠ Carmine Gallo
    328 Carmine Gallo
  • thumbnail Title: [PDF] Download ↠ The Apple Experience: Secrets to Building Insanely Great Customer Loyalty | by ↠ Carmine Gallo
    Posted by:Carmine Gallo
    Published :2019-09-10T13:45:20+00:00