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The Apple Experience: Secrets to Building Insanely Great Customer Loyalty Hardcover – March 29, 2012
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Top Customer Reviews
This book is a good general book about customer experience wrapped in the skin of Apple. Gallo often provides cursory and personal observations about Apple Stores and then bridges to other examples that have been used in other books like Zappos, Ritz Carlton, Four Seasons. That does not make it a bad book, just not as powerful or unique as it could be.
The book is divided into three parts and the following chapters.
Part 1: Inspiring your internal customers
Chapter 1: Dream Bigger - Explains the focus on the best customer experience in the world
Chapter 2: Hire for Smiles - Finding the right type of people, who they are, is more important than what they know
Chapter 3: Cultivate Fearless Employees - Reviews Apple's three step process for hiring people to challenge the status quo and build a great company
Chapter 4: Build Trust - How you create an environment for performance, transparency and learning
Chapter 5: Foster a Feedback Loop - A rehash of Fred Reicheld's net promotor score
Chapter 6: Develop Multitaskers -- looks at people who are able to engage multiple people and treat everyone as an individual.Read more ›
He writes like a teenager fascinated by his idol and the company he founded, but he fails to go deeper in the mind of Steve/Apple. Possibly because he never had a close relationship with Steve J. and he is only getting information from third parties and again his observations are very flat & superficial.
You will be able to find this kind of information and so much more in other better business books .
Save your money and get a book written by the person doing and implementing the creative thinking (owner, entrepreneur, etc etc)
Carmine Gallo, the author of The Apple Experience has done a wonderful job of capturing the soul of Apple - the heart of the experience. It is not just the products, it is not just the people, the unique retail stores or the training and procedures the employees go through. All of these are important parts of the experience. But the most important part - the part that is very difficult to describe or to duplicate is the soul, the spirit of Apple. As you read this book you will come to understand the value of the experience and how that experience can be applied to any business, product or service.
The book is well written, very easy to read and contains lots of interesting stories about Apple and other brands that have made the commitment to creating engaging customer experiences. You will gain some extremely valuable insights which can be used in any business to separate yourself from the competition, to enhance the customer experience, to make your customers your ambassadors for your brand, product or service.
At the end of each chapter is a section labeled: Checkout, which gives a recap of the most important points covered in that chapter. Some of the points are in the form of questions to ask yourself about your business. In one chapter there is a check list of things to consider about a retail business. Basically everything matters, the attention to detail in the Apple organization can be described as fanatical.
Mr.Read more ›
The Apple Experience: Secrets to Building Insanely Great Customer Loyalty by Carmine Gallo is the third book of a "trilogy" that includes The Presentation Secrets of Steve Jobs: How to Be Insanely Great in Front of Any Audience and The Innovation Secrets of Steve Jobs: Insanely Different Principles for Breakthrough Success. The focus of this title is about the inner workings of Apple's retail stores, which generate more revenue per square foot than any other retailer. But Apple hasn't reached lofty revenue goals by focusing exclusively on revenue. In fact, the Apple retail store concept was widely ridiculed almost immediately as the first store opened in 2001. Instead, the focus of Apple's retail stores is "enriching lives". Apple understands that customers don't just want to purchase a computer. Customers want to know how to use a computer to achieve their goals.
A key lesson that Apple learned in the development of their retail concept was to look outside of their industry for inspiration.Read more ›
Most Recent Customer Reviews
A very insightful sight of the Apple Experience that can be applicable in a wide variety of situations. Really a must if you manage people or in contact with customers.Published 14 days ago
Love it! Got this copy for a friend who just got a job at the local Apple store. He loves the book!Published 4 months ago by Richard Randolph Jr.
The best book to have as your desk reference and training guide for new employeesPublished 4 months ago by Tracey Glendenning
I'm a big fan of Carmine! He organizes, translates and presents Apple's brand experience in a clear and cohesive way. Read morePublished 11 months ago by malo