Next time you go into an Apple store see if you notice these things in action! 😳 Quick correction! 76 degrees is the angle between the top half of the laptops and the table, not the angle between the base of the laptops and the top half! For the (pretty hilarious) video of me comparing Apple vs Samsung's customer service: https://youtu.be/Z7iBFklVU_I

Sure thing

Ok I will!

MrWhoseTheBoss never fails to us up to date with the new tech.

1st

Hi

I used to work at Apple as well, you're 100% right, I can tell you for free that the number of people that would just aimlessly walk into Apple and then purchase what they probably didn't need was both comical and tragic to see.

Used to

I mean having money is about getting what you want but don’t need

True

same.

As a former employee at Apple, there is also one more “trick” they use. Most of their stores are designed to use natural light during the day and don’t use any artificial light. This is supposed to keep the customers from feeling drowsy and be more attentive.

😮

Noooooo

its the opposite in schools in the us 😅😅

Totally make sense even more that you want to see the products in their natural form.

@Bahamas Countryball100% it’s so easy to go to sleep at schools here

Apples ability to get people obsessed and love their brand is unmatched.

but they will always have one hater.

@NoobySan_wich apple cult member alert

There is a sucker born every minute.

Well it's a cult, so hardly unmatched!

Having worked for Apple as a salesperson in two of their stores, I can vouch for the content of Arun's video. No one obsesses more about small details than Apple. It's kinda creepy, but also effective!

Having worked for Apple as a salesperson in two of their stores, I can vouch for the content of Arun's video. No one obseses more about small details than Apple. It's kinda creepy, but also effective!

Having not worked for Apple as a salesperson in two of their stores, I can vouch for the content of Arun's video. No one obseses more about small details than Apple. It's kinda creepy, but also effective!

Having worked for Apple as a salesperson in 2 of their stores, I can vouch for most of the content in Arun’s video. We go through a week of reprogramming before ever working the floor that focuses more on convincing people into thinking we are their friends than having actual product knowledge. I was never instructed or suggested to not touch the products, though. We didn’t touch the products, because they are petrie dishes full of germs. We would only touch them to clean them at the end of shift and put on nitrile gloves and spray everything down with Swoosh or alcohol. I quit before Covid, so I imagine cleaning standards have only increased.

Another thing interesting is the overpriced accessories section. They make it so fun and easy for you to try any of the cases and straps and you might eventually buy them. It's like they're sublimely telling you: "our phone cases are awesome, try it!" They even have a 100% refund policy, and let you bring the phone cases home to try. On the other hand, most tech shops tuck their cases away in boxes, and I find it a little intimidating to inconvenience the shop owner to let me try on the cases.

Im sorry these bots took over your comment. I'll be your first human reply. I agree though, i went into a tech store and didnt ask to test a case, just bought it without and i regretted it

you are absolutely correct on the cases part , apple store is the only place where I was able to try all the cases and watch straps , this is a huge revenue for apple as they cost a lost tbh. but they made sure you get to try the product unlike any other brand which capitalized on this idea.

🍎: 📈 Other companies: 📉

As an interior designer student, a lot of the interior elements like the layout, lighting and the placement of products and the simplistic aesthetic all play a role in promoting their brand and it was so interesting to see when I was doing my case studies cuz they actually think a lot to push customers to purchase, and it actually works! Also living in dubai, i can assure that the apple store balcony is insanely pretty and many just enter the store to go view the fountain and then end up purchasing though they never meant to. Ive considered too like its crazy

I used to work at Apple retail, I can confirm Arun is right on all of this..during closing our manager wouldn't let us leave until all the chairs were lined up with the shadows of the floor and the Macbooks were at exactly 76 degrees, and not a single fingerprints on any of the iPhones, iPads or MacBooks. Also the iMacs and even the Mac Pro Displays have to adhere to the same standards too!

Can they adjust the screen for you if you were in a wheel chair?

@JRbowling why couldn't you?

Owch man got hit so hard he got KOd maybe he needs to ragequit

Weird that they don't show the price of the items. Like if someone is on a budget , they may want to know the phone price

​@Jessica BlueheartApple is not for people on budget

I have to say, the minimalist and airy layout of an Apple store is quite appealing. With devices displayed in an uncluttered manner and with them ready for you to touch and use, it makes it feel like less of a store and more like a place where you can just walk in and play with expensive electronics. It puts you off guard and before you know it, you're buying a new phone. I've found the "Specialists" to be attentive, but not pushy.

Yeah, no. If someone lacks the mental fortitude to not buy something they can't properly afford, just cuz they played with it once, they need help.

Arun's videos consistently showcase exceptional production value, reflecting the tremendous effort put into crafting each piece of content. With such attention to detail and quality, it's no wonder his channel is thriving. Let's continue supporting Arun's incredible work and strive to surpass even the subscriber count of Apple!

In South Africa, queuing is still a common practice, especially when it comes to new device launches. It's interesting to note that certain malls have taken measures to streamline the process by having two separate iStores—one dedicated to contract sales and another for display purposes.

I work at a UK network and it's crazy how much of this I do in the sales process without realising I do it. Forcing touch by getting customers to pull out clamped devices, gesturing while they're holding it, keeping POS hidden away, being way too easy to walk in, never making the customer feel like a burden, and so on. I was just doing it because that's how my boss taught me. Always interesting to hear the logic and reasoning behind it.

Apple uses similar psychology tricks on their support to make the experience better even if it is slower to solve a problem. I used to work at apple care for a while and I always got strikes for solving problems too fast and not making the step by step they wanted me to do.

Curious, did you work for apple directly or for a sub contractor? I worked apple care for a subcontractor until they lost the contract last year but they never said anything to us about going too fast. In fact, I remember being pestered to not stray into basic just showing them around territory.

I can certainly attest that my first experience with staff was amazing. My Airpods Max had suffered "Sweaty Ears" damage before I actually was aware it was a thing. Went in, had my meetup and I asked very nicely if there was any way they could try and reduce any repair/replace costs or some sort of bill me later option. I have AC+ on them and hoped they would just do a quick onsite replace. They had to send them to an off-site repair and promised free shipping of replacement if they couldn't repair. A few days later, old serial diappeared off my account and was replaced with a different set with a receipt saying $0 cost.

So you pay for a service and received that service? Wild, what a GREAT company 😂

@UnjustifiedRecs he didnt pay, it said it at the end. did you even read it??

​@rexacion Apple Care ain't free. He received a "free" replacement because he spent money on Apple Care+.

I was informed they may be a service charge via the iPad they handed me to confirm I consent to have the headset shipped for repair offsite. It also felt unusually good, psychology is weird! 😁

Great video as always Arun! As a marketing/advertising journalist, Apple has been a classic example for global brands in setting examples to others on how to market themselves. I think a key word that can be taken away from this is "retention". In a world where there is a saturation of products anyone can buy, Apple doesn't want to sell its products directly but rather angling it as an 'experience'. As someone from the industry, this is important in the sense it gives out a genuine vibe to customers and wanting to come back for more and eventually purchase one of their products.

Whilst Apple obviously do all these things to make you want to purchase more, I have to say... it makes for one of the most pleasant shopping experiences I've ever had. Being able to use the product at my leisure. I go to someone when I'm ready to purchase something. Not having to wait in a queue to buy the product and in some cases get setup with the new product before I leave the shop makes for an unrivalled shopping experience. Ultimately, I leave the shop not being stressed about trying to buy something which happens in almost every other shop.

Fascinating to hear about the employee handbook because it doesn’t reflect my most recent experience at all… I went to the Covent Garden store to buy my Apple Watch back in May, and despite there being few customers and several dozen staff at a loose end, I had to go and grab someone to come and take my money. I knew exactly what I wanted but after 10-15 minutes of aimless browsing I was ready to walk out!

Arun's videos are always put together so well, you can really see the production value. Lets get him more subs than Apple

Sorry I cant help, I've been a subscriber for like 7 years

We physically can’t I did the math

Let's go!

@MIR Hawk_Plays aight lemme see ur work

I used to work for Apple until recently. Most things are right, but: not everyone is a specialist. Specialist is what we call the basic tier of employees. For more information you can always have a look at the job description website of Apple. I have also not seen an employee handbook for the five years I’ve been there. We never had banned words, just had to watch what we say do not be rude to any customers and have some common sense. Since I used to work at European Apple stores, I never used to have a big customer service smile since it would be considered as creepy where I’m from, and would just make our customers and myself uncomfortable. Just being empathetic towards customers and working efficiently was enough for Apple at the locations I used to work.

It's amazing how arun shows us the psychological ways the Apple company works and the ways it sells their stuff. I wonder if he will do a video of a different phone tech company like how he did this one. These are so well made keep it up man. 🎉

I cant be the only one who remembers the era when we use to go into apple stores, record videos & post them online to show our friends 😂 so this theory is just extremely accurate

I can tell you this for sure. I am not sure if I am willing to pay $3500 for the Vison Pro, but I am going to book an appointment to experience it, even if it takes me months for queue. Partly because I want to experience it and partly because Apple is one of the only companies that have all devices available for a demo, so I know for sure there will be demos being setup at stores.

Recently went to the Apple Store on 5th Ave NYC. Definitely had to physically adjust the screens to get a better viewing angle on the laptops. I was getting got without even knowing! Akin to how Disney was incredibly meticulous when building out the layouts of his parks. Fascinating stuff.

😕

The pain

Pain

Nyc lets go

Thanks, Arun for this amazing research you've done into building a marketing team and brand like that at Apple.

Hi

As a HCI/UX Designer I approve this video. Yes, these psychological effects are important to know and while they may seem pretty simple, everything is connected and contributes to larger goal of a user.

I remember in first grade we took a trip to the Apple Store to just use their products and make power points. Even though all the kids got confused and asked for help multiple time the Apple employee never got frustrated. Then to really wear the nostalgia of an Apple Store into our brains later they gave us hard drives with the power points we made on them

I've actually had first hand experience many times with this: I had to use messaging support and they made me feel welcome whilst they also fixed my software problems on my apple watch S4, which was bootlooping at the time

Going into an Apple store is an experience in itself. Here in Sydney, Australia, the Apple store is a huge three story store. Glass on the front, bit on the sides andd even a bit on the roof. There is a huge hanging Apple logo at the centre. The coolest part however, are the stairs at the back. These stairs are made of glass, these stairs are surrounded by the famous "Apple grey" walls and white circular lights from underneath, it really makes it something special. Meanwhile, the Samsung store down the street is tiny compared to the Apple store. It's nice and the people there are kind and helpful, but it does not compare at all to the Apple store not so far down the street!

This video goes really well alongside MKBHD's recent video about Apple's naming schemes - it contributes to a general language of Apple's business strategies.

Wait everyone's username has an @ now

Cool

Not to sound rude , but am I the only ones that feels Arun's become a little biased towards apple. Not to sound like an Android fanboy, you can check my comment history defending apple in almost every single comment ever. But Arun has covered marketing and psychological tricks of Apple many times, and yes, they do generate the most profits in this business but they aren't the only successful players here. For example how and why samsung dominates the Asian market.

@Level 1 they dont dominate because of marketing, but because of price. Most if not all "rich" or people who can afford apple in Asia tend to buy apple. Its just the cost of apple devices are more due to taxes and its base price being higher. Im saying this from seeing it first hand. Even in korea, most younger kids want apple because its just seen as more cool even tho samsung is from there.

​@arkeshyeah man

I bought Airtags for my daughter as a last-minute Christmas gift. Picked it up at the store (quicker than shipping to my home) and I was let to wait forever. While I was waiting, I started using my Galaxy S22+ just casually. I eventually started playing games really loud. The quickly got my product and let me leave. Those place are really stuffy...

I've been to many apple stores, but the one in New York (the glass box then a staircase going down underground) was the worst. As I was feeling the cases (not even picking them up as showcased in the video) I believe the manager or a bad employee ran up to me screaming "STOP STOP STOP" proudly for everyone to hear, and told me that is for looking only. Then started to tell the other customers and employees how I was a dumb kid. I don't hate apple, Don't want to hate apple (I'm writing this on my macbook), but that was just a relevant thing that I think should be shared...

I was at Apple for one of their “Today at Apple” classes and I showed them the problem with my iPad Air and there was two employees with me and one was new and held the ipad in her hands and the other one yelled at her and said that she was braking law and privacy and was Super Serious about privacy. This technique is used everywhere I guess. Even my mom was shocked

I love how well thought out the whole process is. Everything has a reason and purpose to make you buy. That's how you become a billion dollar company. That's something else than a couple of cheap phones thrown on a table with a big 40% off label.

Trillion dollar company

I had a family member who worked on the designing and building the New York Apple Store. And I can confirm the architecture myths are true 👍

Apple always pays way more attention with selling their products. They make it an event whenever you buy anything from them. Even a charger or something is a cool experience to open.

Kinda sad that it has to be an event, since apple (and many other brands) are so greedy that they won't give one with the phone.

Going above and beyond is never a bad thing, gotta love the attention to detail. I hope to one day go to one of the big Apple Stores.

What's confusing is why other stores don't do the same. The Bestbuys and Walmarts still use dummy models which are far less appealing than the real thing. Imagine walking into a car dealership, and seeing plastic dummy cars, or walking into a grocery store and seeing dummy fruits.

I have never been in an Apple store and don't plan to, but even if I did, I wouldn't fall for any psychological tricks they try. It's the same when I buy groceries, I don't buy impulse products, only what I normally buy. I hate when I can't see a price on items. If they told me that price isn't important, I'd tell them it is to me since I'm the one that has to pay for it. I need to know how much something is so that I know if I have enough for the item. If I don't see a price, I'm not interested.

I have to say every time I was in an Apple Genius Bar I was extremely impressed with the superb level of service I received, and ringing up Apple customer support was the same.

The Singapore one is also cool because it connects to the mall under the water as well. In the video you can see the escalators coming up. There is more shop down there and the underground walkway. Nearby there is a Louis Vuitton space that does the same thing, but isn't a ball. I didn't find the Dubai store to be that special. And even when I bought apply stuff in Singapore, I went to the Jewel, not MBS

The patience you have, finding all this out and making it simple for us to keep in our minds is amazing bro! 😊

It always surprised me that the cash desk is NEVER visible in the Apple stores. Not even in online pictures.

Now I understandy why.

i paid partially in cash for my phone and ngl i was kind of curious how they were going to handle the cash! you never see any registers so i assumed they would take my money and head to a back room but imagine my surprise when a hidden drawer OPENED right at the table the specialist took me to 🤣🤣🤣🤣 in retrospect, i should have seen the hidden drawer coming, because duh!!!

What I’m amazed by is how when I go into Apple stores here in Manchester for a chat about upgrading a device, I’m always advised against upgrading - I have an iPhone 12 Pro, an iPad Air 2 and this iPad Pro 4th generation (2022) and I only bought the iPhone 12 Pro as my first smartphone for the Irish Covid vaccine passports here in the U.K., as I’ve lived here 21 years and have extended family in the Republic of Ireland at age 52 - when I bought my iPhone 12 Pro, only 2 weeks after I’d bought it the iPhone 13 models came out and I was told that there was not much difference between the iPhone 12 Pro and the iPhone 14 models except for the trade-in values on limited-time offers - I’m currently undecided about the iPhone 15 when it comes out, but I’ve decided to wait until the end of 2024 to upgrade the iPad, as I travel frequently between the U.K. and Ireland by train, coach and ferry

There are no official Apple store in my country, and honestly the idea of a full-sized store that sells barely a dozen different devices sounds insane to me.

ditto. i see them all the time, and... iunno... i cant stand that feeling of being _watched_ constantly. everything you do is on display. gimme a little aisle full of random stuff where i have to squeeze over to let someone past, someone who is either also hunting or seems to know exactly where their desired item is hiding this week... but in todays society, preening and flaunting seem to be the mainstays of our narcissistic cults...

I never thought about the theory of having so much space around the items on the tables they are placed on at the stores but it makes sense when I compare it to what fine dining/Michelin star restaurants have been doing for years. When you're paying $300+ per person ahead a la The French Laundry in Napa Valley, you are paying for a multi course tasting menu that brings you small, some might say tiny portions of food, the highest quality of that kind sourced for every corner of the world but not served in a small dish that is more fitting of the size a more normal sized dish you'd get with a much larger portion size. This creates a hyper focus on the food with so much empty space around it.

I took my granddaughter to an ‘Apple Walk’ taking our own phones and getting advice on taking and editing. Both of us really enjoyed it. A great cheap way of entertaining 8 - 13 year olds.

To be fair, I went to an Apple store when my iPod Touch wasn't charging and they helped me free of charge. It was pretty simple as the connection point was dirty which I didn't think of. They could easily have said I would need to send it away for repair or something which they could have charged me for. It was simple but I liked it. It was like when my sister's laptop was out of the repair warranty with John Lewis but they still fixed it for free. I bought a TV there because of that.

Same I had the xs max when it was the latest phone my charging ports and speaker grills was caked in normal pocket dust they cleaned it free of charge. I don’t think they’d do that with my 14 pro max 🤣🤣🤣🤣🤣🤣🤣

omg

That's rare.

they probs got fired by tim crook

😂 I’m wondering how much of their store marketing actually works like you described? I find most of it to be the FOMO effect. Especially with teenage kids needing to have an iPhone. Their marketing is done for them. I don’t buy Apple products because of Apple marketing, but because of other products thatI use that just work better with Apple products like my car. After that you just get sucked in because of the convenience factor. Also the customer experience isn’t consistent across stores. The one in Richmond, VA will turn you away if you have no appointment and take days sometimes to get one.

Their strategy definitely works. They got me, without me even knowing. Given, I drove 45 minutes to get there, so I fully intended on purchasing the 13 mini. I was going to buy a screen protector and a case elsewhere. They brought their neat little machine out and explained how the screen protector would be put on perfectly. Then showed me on another phone that was getting one applied. I thought, what the hell, go for it. I went ahead and got a case as well. All without knowing, or asking about the price. They kept me engaged with the experience. So well in fact, that I still don't have buyers remorse of purchasing their accessories. Kudos to the sales team on that one. I'm typically pretty stubborn in my ways. That being said, I will avoid that "Town Square" as much as possible 😂

My local Apple Store is Canada's only flagship store - Apple Pacific Centre in downtown Vancouver. It's one of the multi-floored Apple Stores, but to ensure that the same psychological effect of wanting to check out every product in the area stays, only nonessential products and accessories are put on the second floor, like AirTags and cases. Most of the second floor is dedicated to being just a Genius Bar, but I think Genius Bar is a bit of a misnomer when it's no longer a single long table - I generally like to call it a "Genius Lounge". It's got the big screen for Today at Apple presentations of course, and looking out you get a fantastic view of the Vancouver Art Gallery and the square in front of it - effectively the very heart of downtown. As someone who's been multiple times to the previous non-flagship store in the same mall ever since I was a little kid with nothing but a 4th-gen iPod Touch to my name, it was absolutely crazy to see the glow-up. It's one of my favourite places to visit downtown these days - no wonder why these flagship stores get so much attention.

I just wrote a post on FB about going long Apple because they’re so good at taking consumers’ hard earned money. This video confirms that. Yet even when I still loved Apple, these techniques never worked on me because I only went in when I needed an Apple product. These techniques almost seem as if they’re creating a hypnotic induction.

Will admit the only experiences I've had with apple is being push away if there was no meeting time set, even when there was a meeting scheduled, nobody approached us, so not knowing what to do I approached a worker only to be told that I needed to locate the person in charge of checking in. I wasn't the only one in these situations, when looking through the glass you'd be able to see half the room not being helped as they stand on the sides of the room. I know not all apple stores are like this, so far it has only been my experiences, maybe wrong timing or something.

Most apple stores have a people in the front (with ipads) usually greeting everyone. You need to approach them for help and they will find someone. Also because everyone has the same uniform, its easy to get confused between technicians, managers and sales people. Its to note that the people standing in the side could be technicians/sales people, so unless you have already mentioned this to the people in the front, they will assume no one needs their help.

Yep. Same here in The Netherlands, Amsterdam. No appointment = just go home basically 🤣

The quality of the welcome you receive at the Apple Store varies, for example the store at the grove in Los Angeles has some of the coldest specialists I have ever met, they literally pretended not to see me and I had to actually find and try to talk to one of them. I don't buy apple products because of the warm personalities of the "specialists" or the store atmosphere, but rather because of their unmatched warranty coverage and quality of the apps.

Really love the fact that how Arun really likes to keep the transparency with his audience.. like just a 2 second clip in the end with the green screen did it for me!

One thing to note, they actually don’t call everyone a specialist. They’re fine saying Apple employees. Specialist is actually a position and the most likely person you will work with. But there are also technical specialists, geniuses, creatives, experts, pros, leads, managers, etc. and they don’t call all of those people specialists from a company perspective.

Such a great take on experiential marketing. As a product marketer I can tell you that businesses spend weeks, even years to hone in on the balance between customer experience and sales. Apple is head and shoulders an “a” tier in this category. Albeit they have the cashflow to support it. By far my fav @mrwhostheboss video!

As an absolute Apple hater myself, its scary to watch myself how their business model works. 1 1/2 years ago, my uncle gave me his old Macbook, now I got an Ipad for my birthday and I was already thinking about replacing my Samsung with an Iphone...😅

I remember my experience at the Dubai Apple store. It was my first time at an Apple store, and just like you said, there is something that drags us into the Store without us even knowing it.

Funny how these psychological tricks work the opposite on me. The moment I see people crowding to get something I start to hate it or feel like it's not really representing me. The lack of price tags turns me off knowing I have to suffer paying it off rather than enjoying it. I LOVE going to stores and finding products no one wants, products which are on massive discounts or outlets, products which don't appeal to anyone. But you can find hidden gems there, products which don't look like everyone or a copy, they are ugly and unique. Guess not owning an iPhone in over 20 years of owning phones makes you an adult who thiniks properly and doesn't fall for childish schemes like these.

Actually every time I've been in an Apple store I've felt completely uncomfortable. It was always like I felt I didn't belong.

They can sense the android usage. No android users are safe within the four walls. I have been to their torture room in the back it was horrible

​@drumstick Yeah never go to the apple Store ever again

They're a gay bar that greets you with 'Hi, poor' the moment you step in. Never again.🤮

I am an android user and i asked one of the employees why I phones were so complicated to set up and why people have to be at the store for 2 hrs for a problem if it was so simple. She replied that there was nothing complicated about it. I think i phone users need to be pampered because of the price they pay.....makes them feel like they paid for someting.

All major retailers use psychological tricks to entice you to part with your cash, but Apple definitely has their own unique spin on these tricks.

Arun puts efforts in his videos as much as Apple does on his products and stores.

was in san francisco last year and happened to pass by one of these stores. Had to urge to get in to check it out and touch the devices, but had places to go. Eventually came back because i had to go inside and see everything. So yes, their sorcery of pulling you in works

Appreciate all the work and effort you and your team put into all videos 🙏🏼

9:31 Sometimes banned words lists in employee handbooks can be interesting… for example, I work as a zip line tour guide, and we are literally not allowed to say the word “safe” when describing the zip line course or anything related to it. This is because it’s inherently dangerous and NOT safe. If a customer asks us if it’s safe, we can’t say yes — instead, we need to say something to the effect of “we do our best to mitigate all the risks.”

I don't know if i could agree because i had the worst experience in their Berlin store. I lost my airpods 2nd gen case and bought a new one from them and then it was not recognising the AirPods even after following the troubleshooting steps and when i asked the specialist to guide me as to what to do next. He said to me "WHY DO YOU BUY EXPENSIVE THINGS IF YOU CAN'T TAKE CARE OF THEM". I seriously got so infuriated as to how he can say that. He is supposed to help me not to make me feel upset about something that i already was. And it doesn't end there, i visited their store thrice in the upcoming weeks and had multiple calls and mails with their service support and after one month finally when i got the case replaced, it still had the same issue and i just gave up as it was not worth my time anymore and one day it just worked when a new software update came. But i can tell you instead i had a much smoother experience with Samsung support than i had with apple.

I moved over all my hardware to Apple starting in 2019 and finishing up this year. I’m way more happy than I was using android and windows. The quality of my MacBook versus my old Dell is insane, and the Dell cost $1200 more than my Air lol.

Another former employee. A whole lot of strange flashbacks with this one haha. Another big one that I still do all these years later is a persistence to call products by the right name. It’s not a pen, it’s the Apple Pencil. It’s not an Iwatch, it’s an Apple Watch. I always gently correct when I repeat something back or ask a question and I haven’t worked there since 2018.

Pretty sure when Arun tells the customer support about those ridiculous problems, they already recognize him and know what he's doing

I hope Arun makes a full video about the funniest phone cases to the most horrifying ones cause the shorts he makes on phone cases are the ones I like most! I am sure that a majority of people who watch also like that type of content like me!

That sounds lame as hell.

My takeaway from this great video by Arun is - Sane person, don't walk in an Apple store for a stroll..! Unless your old tech is really broken. It's a trap otherwise to make you buy overpriced things that you probably don't need or don't have money for.

Hey Aron! That’s a spot on video!! The Ritz-Carlton Leadership Centre demonstrates the enriched product and service excellence by creating indelible marks in customers’ heads and hearts. They win a customer and they gravitate another customer, innately becoming the brand ambassadors. The strategy was designed to keep immersive emotional engagement at core. The Steps of Service indeed creates a sense of belongingness, enhancing the likelihood of owning a product or at least, adding into their wish list. Cannot deny that these brands are at the pinnacle of hospitality and of course, unparalleled experience altogether. Kudos to the masterminds behind the heartwarming notion. Legit!!

Im reminded of a time two years ago i brought in my mac cause i was having storage issues and wound up talking to the employee helping me for over an hour and wound up walking out having bought a new computer and finding a new band i liked cause this guy was a musician on the side and connected with me as a stage manager over it.

I do love the layout of Apple Stores and all these tricks they use does encourage sales. Hell, I almost got tempted in buying an iPad, just uh... money was tight.

Your point on employees not touching the product is true. During my training, we learned to guide one another through the process of showing a product whilst sitting on our hands and back to back. You’ve scratched the surface here, but so many more tricks were deployed,

This was fascinating. I really like the ideas behind customer acquisition and retention that Apple follows. I've never owned or even really used an Apple product. I've only ever used PC/Android. I've been considering switching to iPhone in the next year or so just to give it a chance and have been watching a lot of videos from different perspectives. I like watching both Android to iPhone and iPhone to Android switch perspectives. It's important to see what you might be missing going to Android, but I like to see what a longtime iPhone users misses, and is surprised is available. I'm glad this video popped up as well, it was very informative and interesting.

I would recommend looking into a macbook first. Flagship phones have honestly really reached a point where the rate of improvement has been fairly stagnant for what most do on a phone. Especially since Apple does tend to not offer newer features until much much further down the line than alternatives do with good performing on em. Both android and iPhone flagship just work out the box. Both have a good enough "ecosystem." Both have good cameras, etc. The main differences tend to be in UI/UX where you do get a lot more freedom to do whatever you like om android vs a generic locked down feel for iPhone. Iphone has longer support with 5 years typcially vs 3-4 years for android in support. The reason I say try a mackbook first is they're undeniably great and at a GREAT cost that may be less than a phone even. They're a lot more innovative on that side with apple. IOS is pretty stagnate for years now. Anywho, hope you like whatever you decide!

Out of interest, what would an android user potentially miss from an iPhone?

@Meloney software updates 😂

@Meloney would say the base features are better, the camera, battery, and operating system (although that's dependent on user preference). Some Andriod applications are a bit worse than iPhone citing about why half of those who switched from Andriod to Apple. The next was new features at about a quarter. Those features are the airpods, face time, and the apple watch. A third reason was the cost. Although higher initially those people found the initial investment to be more worthwhile rather then spending less but getting less in return (software updates)

I would say get the best iPhone u can get for ur budget and use ur android as main until u gradually get to ur iPhone as ur main phone(from being the second phone) then the transition will be much smoother thats what i did from s8 plus to se 2020 and now 13 pro is my main device

I love being in  stores! Sadly we got no official one in luxembourg, only a premium reseller… hence I order most online at apple directly. Still feels better than buying any other tech even if others arent bad either lol

If this is true, which I'm sure it is, I'm very happy to say I've walked into an Apple store numerous times and have not purchased a thing. Great video as always!!

I hate it when I’m approached in a store. Maybe it’s just my anxiety but I hate it and wish they would just let me come to them if I want to and look at the products, to be left to do so…

Treating customers well makes them like your brand and buy your products. Who would've thought? If only Apple could do this in other parts of their customer service :(

Years ago when iPads were new I went into the central London store looking for fine tipped stylus. At the time you could only get some thing like a marker pen. The assistant informed me I was using it wrongly they were designed for finger touch. I resisted calling the smarmy know it all what I really thought of him. It took Apple several years to work out I was right by which time I had used Samsung tablets and phones with stylus. Never now go in the apple stores go to pc world or John Lewis where there is a choice of all brands, specs and prices, choose what best suits me and my budget which is rarely apple. So a fail on their part if they can’t get me over the threshold into their stores…

As someone who worked with customer service. The reason why we dont use words that somewhat represent negative meaning is because we practice positive scripting

“Sorry for the wait” = “Thanks for your patience” 😅

Does that also explain why you never give any reasons why you should buy an Apple device rather a competitor... Very hard to have a normal interaction

I used to work at apple abt a year ago this was such a throwback to training haha the ritz influence on how we treated customers and the APPLE acronym and stuff amazing video this is so accurate. And thats true some employees dont know what theyre talking abt to an extent and thats just them forgetting to partner with someone who knows more. I had experience with orher devices outside apple as well so i worked in the genius bar for troubleshooting solutions

how much u get paid per hour?

I have interacted with many salespersons at different stores of different brands, but the intersection that I had at the Apple store is an unforgettable one. They are really very good at their job. Now I kinda understand why Apple's acceptance rate is lower than Harvard 😂

I just know this is true, I’ve stared out one day with just looking at the phones, then a month later testen them, asking the ✨specialists✨ about it, and then a few months later I’ve bought my first ever iPhone. Few months later also AirPods Pro and now I just feel like I’m part of the Apple community

best tech channel on here. the scope of content you produce is incredibly thought out and hard to find anywhere else on YT

These psychological tips are actually insane by Apple wow! Thanks arun, now I know how to not spend my money at Apple 😂😂

I'm too broke to buy a 1000$ phone anyways

Finally someone who understands the marketing. Infact, this video is also a cleverly marketing for Apple. It's not a coincidence that both this dude and MKBHD made similar videos on Apple, and both of them tried the Apple Vision pro.

@Sayantan Bose hahaha maybe they are apple's trump cards for indirect marketing. its a win-win situation for both of them

​@Chopper153 there is for sure a connection. Kinda wack honestly.

@Michael Llortt trump ? Why u hav to bring politicks into this ? Original person was talking about apple , why u being in trump and politickal stuff “?

I guess besides investing on their own product, they also invested on the experience that one may get from just entering their store. I may not be an apple fan but I guess all these are what makes them great in a way!

The reason why these psychological tactics (screen angle, store layout, table arrangement, etc.) are in place at Apple stores is mainly so Apple will make more money as a result of people buying their products after falling for these tactics, and we all know Apple likes to make as much money as possible…

What business doesn’t like making as much money as possible?

One thing i noticed when they make an appointment is they take down the general details of what you are wearing and what you look like as well as your problem. That way when its your turn, a Specialist can come and find you as opposed to calling your name or giving you a number and you go to a certain location in the store and stand and wait. All designed for you to browse around - genius!

To achieve a better viewing angle on the computers, I had to manually tilt the displays. I was being snatched without even realizing it! Similar to how Disney was so thorough while designing the layouts of his parks. It's fascinating.

what was on the screen that was worth viewing? can you recall? so you can recall adjusting the screen, yet what was on the screen, the actual focus of your attention... was unimportant? trivial? so what was the point? when you take that attitude with things, you dont get duped. advertising is just psychological tactics. easily seen through, easily manipulated. theres this great game i play with salespersons... "what can it do for me?" so far, noone has told me exactly what an apple product can DO for me. there doesnt seem to be any advantage in owning one... but then im that person that knows what i want, what im going to do with it, and invariably... where to find it or what can be used as an alternative. and theres nothing an apple can do for me so i dont want one. easy :)

Well all of these things makes going to an Apple store a very different experience than any other tech store. You just want to go back. You got to admit it’s impressive.

No matter what you think about Apple, atleast we can all agree that their stores are truly special

I've been a PC and Android person for as long as I can remember, but I still like checking out apple stores every so often. It is usually the most prominent place in every mall, so when I plan a meetup at a certain mall with some friends we decide to meet at the apple store beside the Mac Pro.

KEEP ON THE GREAT WORK ARUN, you’ve upped your game and you’re working overtime, hopefully you get to surpass Apple’s subscribers on YouTube! ❤👏🏼

I have to say I’ve felt all of those feelings that Arun is describing so yep it’s definitely working

Certain Apple stores in major business districts also have a business arm that FAR exceeds their online customer service. We had a few iPhones that had somehow become iCloud locked, despite being enrolled in a mobile device management software, and on Apple Business Manager. Not only was the business representative able to unlock them for me, which the online service failed to do (he was appalled that they couldn't accept the obvious proof I showed) but he also set up a meeting after. This allowed us to identify the flaws in our Apple Business Manager deployment which prevented our other iPhones from suffering the same fate. All of this was at no additional charge. Samsung Business by contrast required four separate phone calls and an escalation to our sales rep just to reach someone who understand the issues we were having with a Samsung ID, despite spending well over $40,000 a year on Samsung devices.

as someone who used to work there, a lot of this is true, but i do not remember any banned words and we were definitely not told to not touch the products haha but everything else is true, from the 76 degrees thing to the steps of service

Former apple retail here- they definitely do not specify wether to touch the floor models or not. In fact they encourage us to use those vs our personal devices to show things because we don't want to show our personal info

and when on a beta you are never to show the customer. even if its a public beta

The irony here for me is that Arun does the same stuff when he makes his videos. The reason we like them so much is that he's got a lot of subliminal principles at work that hold our attention. Terry Pratchett's Discworld novels feature the Unseen University. When it comes to being appealing, it's the Unseen University graduates who have success.