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CITATION

Gallo, Carmine. The Apple Experience: Secrets to Building Insanely Great Customer Loyalty. US: McGraw-Hill, 2012.

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Authors: Carmine Gallo

Published:  March 2012

eISBN: 9780071793216 0071793216 | ISBN: 9780071793209
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  • Cover
  • Copyright
  • Dedication
  • Contents
  • Acknowledgments
  • INTRODUCTION: Enriching Lives
  • PART I: INSPIRING YOUR INTERNAL CUSTOMER
  • CHAPTER 1: Dream Bigger
  • CHAPTER 2: Hire for Smiles
  • CHAPTER 3: Cultivate Fearless Employees
  • CHAPTER 4: Build Trust
  • CHAPTER 5: Foster a Feedback Loop
  • CHAPTER 6: Develop Multitaskers
  • CHAPTER 7: Empower Your Employees
  • PART II: SERVING YOUR EXTERNAL CUSTOMER
  • CHAPTER 8: Follow Apple’s Five Steps of Service
  • CHAPTER 9: Reset Your Customer’s Internal Clock
  • CHAPTER 10: Sell the Benefit
  • CHAPTER 11: Unleash Your Customer’s Inner Genius
  • CHAPTER 12: Create Wow Moments
  • CHAPTER 13: Rehearse the Script
  • CHAPTER 14: Deliver a Consistent Experience
  • PART III: SETTING THE STAGE
  • CHAPTER 15: Eliminate the Clutter
  • CHAPTER 16: Pay Attention to Design Details
  • CHAPTER 17: Design Multisensory Experiences
  • CONCLUSION: The Soul of Apple
  • Notes
  • Index