The Apple Experience

Here's a good article over at 9to5mac.com about a new book called The Apple Experience by Carmine Gallo:

If you are wondering why your recent trip to the Apple Store left you loving Apple more than ever and want your customers to feel the same way about your company, we’ve got the book for you.
The Apple Experience by veteran Apple/Technology author Carmine Gallo deep dives into the Apple Retail experience and breaks down exactly what it is that Apple retail employees are trained to do to make a customer feel good about an experience (and want to come back).  The 235 page book goes through every aspect of employee training and pours through countless hours of interviews with employees and shoppers on Apple’sApproach, Probe, Present, Listen, End five steps of service.

The article contains a fascinating excerpt from the book about a buying experience at an Apple Store.