The Apple Experience
by Carmine Gallo
Apple Store customer service deconstructed: the APPLE steps (approach, probe, present, listen, end), hiring for personality, the Genius Bar, and the store design. Dated in details; the service model holds.
Read it if…
you run a retail or service business and want the Apple model.
See the book →
Skip it if…
you are not customer-facing.
Try instead: The Innovation Secrets of Steve Jobs →
Three things you will actually use
- Hire for warmth; train for skill.
- Enrich lives, don't sell.
- Probe before you present.
Do this first
Apply the APPLE steps in one customer interaction.
Our verdict
The Apple Store, deconstructed.
See the book →
Compare with other Entrepreneurship books
The Great CEO Within
Matt Mochary · Entrepreneurship
Tactical and dense; a reference to keep.
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