The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

CHAPTER 14

Deliver a Consistent Experience

Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.

—Steve Jobs

On the days following the passing of Steve Jobs, the clean and uncluttered glass windows that are a hallmark of Apple Stores were suddenly filled with sticky notes from millions of people around the world who left handwritten expressions of sympathy. Nearly every one of the 360 Apple Stores became makeshift shrines to the visionary leader:

• Toronto: “Thank you, Steve.”
• San Francisco: “iSad”
• London: “Steve, you were the role model for our generation.”
• Hong Kong: “Steve, thanks for pursuing what you wanted to do in life.”
• China: “The one and only Steve Jobs, remembered forever.”
• Japan: “You’re ...