Love them or hate them, Apple is doing something right with its business. One component of Apple’s success has been its retail Apple Stores. These stores let potential (and existing) customers play with and discover new Apple products.
Frankly, I’ve had mixed experiences at the famous Apple Stores. Nevertheless, these stores have directly fostered legions of loyal Apple customers. After reading The Apple Experience: Secrets to Building Insanely Great Customer Loyalty, I revisited an Apple Store with new insight into just how focused the store and employees are on providing the best experience for customers. I was able to observe how things were working and even get faster service myself.
Author Carmine Gallo breaks down scenarios and day-to-day operations at the Apple Store into an effective outline that you could use in your business.
Gallo includes examples of how to interact with customers, how to hire and train your employees, even how to build and maintain your store.
I particularly liked the sections on how to create a “Wow” moment in the first few moments the customer interacts with you. This sets the stage for a very positive relationship with the customer.
Apple is also very adept at creating compelling messaging and persuasive experiences. The store is no exception and it definitely isn’t by accident. You too, can script the experience like Apple so that customers get a consistent experience every time, and that experience is in the best interest of the company and the customer.
The principles of the success Apple has with its retail stores are available for your benefit. You don’t have to sit in the store and try to observe everything that makes them successful. In this way, The Apple Experience is a psuedo-manual on how Apple runs its stores.
Recommendation: Use this Book
You can probably skim this book and still get actionable tips you can use to improve your company’s customer service. Get your copy today and as you read through it, ask “how can I apply this to my business?”
Who knows? You just might be the next Apple.