The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Index

A

ABC News, 32

Advertising, Macintosh launch (1984), 144–145

Allen, Gary, xi–xiii, 28, 188, 199

Amazon, xviii, 54, 116

Android, 105

APPLE acronym for the Apple experience, 62

APPLE acronym for service, 91

Apple Experience, xviii, 142, 206–207. See also Customer experience

APPLE acronym for, 62

customer service, xiv–xv

example of, 58, 60–61

Apple Store, 91, 93

“Celebration of Steve’s Life” in, 35

customer service at, 58

design details of, 199

development of, 54

Enriching Lives motto of, xviii, 12

fake/counterfeit, 194–195

Fifth Avenue, New York, 205

first, in Tysons Corner, Virginia, 7, 185, 207

Genius Bar in, 10

good customer service in, 125–128

in Grand Central Terminal, 185

greeting of customers at, 94

hiring practices of, 15–22, 136 ...