Praise for THE APPLE EXPERIENCE "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: The Art of Changing Hearts, Minds, and Actionsand 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, best-selling author of Presentation Zenand The Naked Presenter " The Apple Experienceisn't just for retailers. It applies to any business that involves people. At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Timesbestselling author of Delivering Happinessand CEO of Zappos.com, 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 Eleganceand 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, Edmunds.com "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 Napkinand Blah Blah Blah Apple's 5 Core PrinciplesNow in the Palm of Your Hand! Steve Jobs and Apple re-imagined retail. The Apple Experiencereveals the secrets to the iconic brand's unparalleled success during one of the most difficult retail environments in decades. A global expert on the business methods of Steve Jobs, Carmine Gallo uncovers the five steps of service that Apple's customer-facing employees follow to engage customers in a retail setting: Approach Probe Present Listen End with a fond farewell Learn how to serve both internal and external companies, create "fearless" employees, and develop a "feedback loop" that benefits everyone at every level. Carmine Gallois a communications consultant for some of the world's top brands. He is the bestselling author of The Presentation Secrets of Steve Jobs, The Innovation Secrets of Steve Jobs, and The Power of Foursquare.