The Apple experience : secrets to building insanely great customer loyalty / Carmine Gallo.

Includes bibliographical references and index.

Introduction: enriching lives -- Inspiring your internal customer -- Dream bigger -- Hire for smiles -- Cultivate fearless employees -- Build trust -- Foster a feedback loop -- Develop multitaskers -- Empower your employees -- Serving your external customer -- Follow Apple's five steps of service -- Reset your customer's internal clock -- Sell the benefit -- Unleash your customer's inner genius -- Create wow moments -- Rehearse the script -- Deliver a consistent experience -- Setting the stage -- Eliminate the clutter -- Pay attention to design details -- Design multisensory moments -- Conclusion: the soul of Apple.

Explains what makes the Apple retail experience so successful. This title 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.