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 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 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 products