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The Apple Experience: Secrets to Building Insanely Great Customer Loyalty Hardcover – March 8, 2012

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The Apple Experience: Secrets to Building Insanely Great Customer Loyalty + The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry + The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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Product Details

  • Hardcover: 256 pages
  • Publisher: McGraw-Hill; 1 edition (March 8, 2012)
  • Language: English
  • ISBN-10: 0071793208
  • ISBN-13: 978-0071793209
  • Product Dimensions: 9.1 x 6.3 x 1 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (26 customer reviews)
  • Amazon Best Sellers Rank: #378,228 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

Carmine Gallo is the communications coach for the world's most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo is a popular keynote speaker and has worked with executives at Intel, Cisco, Chevron, Hewlett-Packard, Coca-Cola, Pfizer, and many others. Gallo writes "My Communications Coach," a regular column for He has written several internationally bestselling and award-winning books, including The Innovation Secrets of Steve Jobs, The Presentation Secrets of Steve Jobs, and The Power of foursquare. Gallo has been featured in the Wall Street Journal, the New York Times, Success magazine and on CNBC. Learn more about him at

More About the Author

Carmine Gallo is a popular keynote speaker, the communication coach for some of the world's most admired brands, an independent journalist, and the bestselling author of seven books including The Presentation Secrets of Steve Jobs. In his newest book, Talk Like TED, Carmine aims his lens at the popular TED talks to objectively identify why the TED-style has become so popular around the world. Learn more at [Note: Carmine Gallo is not affiliated with TED Conferences, LLC.]

Carmine also wrote The Innovation Secrets of Steve Jobs, The Apple Experience (the first book about the the Apple Store and how other brands can elevate the customer experience), and Fire Them Up, which identifies the 7 secrets of the world's most inspiring leaders. Join Carmine's list at and follow him on Twitter @carminegallo.

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Customer Reviews

The other one is the Presentations book.
Eve UrAlly
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.
Honorée Corder {Author, The Successful Single Mom book series, Tall Order!, Paying4College
Great book for anyone who wishes to leave a legacy.

Most Helpful Customer Reviews

21 of 22 people found the following review helpful By Mark P. McDonald TOP 1000 REVIEWERVINE VOICE on April 6, 2012
Format: Hardcover
The interest in 'all things Apple' has never been greater making Apple, its business practices, and lessons learned of intense business and popular interest. Carmine Gallo seeks to serve that interest in this book with a particular focus on Apple's retail and customer experience. At one level, readers will learn from reading the book, but they will have to wade through a range of 'self serving' comments and analysis that fawns over Apple with limited critical analysis. This gives the book a bit of a one sided tone to it and a bias that the reader needs to be aware of.

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.
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8 of 9 people found the following review helpful By John Chancellor TOP 500 REVIEWERVINE VOICE on March 28, 2012
Format: Hardcover
Unless you are completely isolated from the world of business, you know that Apple has discovered the magic formula for creating exceptional value. Most people attribute that magic to the Apple products. Unfortunately, most people have it wrong. The magic of Apple is the experience.

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.

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3 of 3 people found the following review helpful By Dallas Marks on June 11, 2012
Format: Hardcover
A visit to an Apple Store is quite an experience. While not every location is as visibly dramatic as Apple's Fifth Avenue store in New York City with it's impressive glass cube, Apple Stores are always located in the most fashionable retail locations. But what is it about these stores that can make the most die-hard Microsoft or Android fan want to buy a MacBook Pro, a new iPhone, or an iPad?

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.
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