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The Apple Experience: Secrets to Building Insanely Great Customer Loyalty by Carmine Gallo (Hardcover, 2012)

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Publisher: McGraw-Hill Education ISBN 13: 9780071793209. Will be clean, not soiled or stained.

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Apple's 5 Core Principles - Now in the Palm of Your Hand! Revealing the methods behind Apple's unparalleled retail success, bestselling author Carmine Gallo explains how business leaders can use them to drive growth and profits Rounding out his Steve Jobs/Apple trilogy, Carmine Gallo reveals the iconic brand's five steps of service that all customer-facing employees follow to engage customers in a retail setting: Approach, Probe, Present, Listen, End with a fond farewell. The Apple Experience is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple's retail space, and extensive research into the company's training programs. It helps retail business leaders serve both internal and external companies, create 'fearless' employees, and develop a 'feedback loop' that benefits everyone at every level. Famous for its success in the globally struggling retail environment, Apple has more than 350 retail stores worldwide; On average, each one receives 718,000 visitors per year, and sales per square foot is estimated at $5,600 Gallo is the global authority on Steve Jobs's influence and innovations The five principles are presently being used by Disney to reinvent its stores and by JCPenney Carmine Gallo (Pleasanton, CA) is a communications consultant for some of the world's top brands. In addition to his Wall Street Journal bestselling books on Steve Jobs/Apple, he is the author of The Power of foursquare (0071773177).