The Apple Experience by Carmine Gallo
Secrets to Building Insanely Great Customer Loyalty

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"There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience."
--Guy Kawasaki, author of Enchantment and former chief evangelist of Apple

"Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!"
--Garr Reynolds, author of Presentation Zen and The Naked Presenter

"At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of, Inc.

"An exciting resource for any business owner in any country who wants to reimagine the customer experience."
--Loic Le Meur, CEO, LeWeb

"Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business."
--Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction

"Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today."
--Peter Steinlauf, Chairman,

"This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. "
--Dan Roam, author of The Back of the Napkin and Blah Blah Blah

Reinvent your business to deliver Apple-like customer satisfaction and profits

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

With 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.


About Carmine Gallo

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Carmine Gallo is the communications coach for the world's most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo has addressed executives at Intel, Cisco, Google, Medtronic, Pfizer, and many others. Gallo writes "My Communications Coach," a regular column for He has written several bestselling and award-winning books, including "The Innovation Secrets of Steve Jobs". Gallo has been featured in "The Wall Street Journal", "The New York Times", "Success" magazine, and on CNBC. Gallo's latest book, "The Power of Foursquare", reveals how innovative businesses around the world are leveraging new mobile marketing tools to attract and engage customers. Gallo, who lives in Pleasanton, California, with his wife and two daughters, may be found online at
Published March 29, 2012 by McGraw-Hill. 257 pages
Genres: Business & Economics, Computers & Technology. Non-fiction

Unrated Critic Reviews for The Apple Experience

New York Journal of Books

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“Over ten years of retail dominance . . . isn’t it worth considering what Apple is doing right? Any service provider, doctor, lawyer, bartender, accountant, or tailor can leverage The Apple Experience to work in their favor. The first question to ask is sublime yet simple: Are your current result...

Apr 03 2012 | Read Full Review of The Apple Experience: Secrets...

Small Business Trends

If you’ve ever stood outside an Apple store for hours just to get the latest iPhone, iPad or other Apple product, then you’re going to want to run out and get Gallo’s newest book, The Apple Experience: Secrets to Building Insanely Great Customer Loyalty.

Apr 14 2012 | Read Full Review of The Apple Experience: Secrets...

American Chronicle

"I've even met Apple Store employees who say they were asked to read The Presentation Secrets of Steve Jobs so they could apply some of the communications techniques to the experience on the sales floor.

Mar 24 2012 | Read Full Review of The Apple Experience: Secrets...

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