What Apple Store's Biggest Fan Taught Us About Customer Experience

Why did Gary Allen log thousands of miles to attend 140 Apple Store openings around the world and blog about them … without getting paid for it? That question prompted me to reach out to Allen when I began the research for my book on the Apple Store model, The Apple Experience. I was saddened to read that Allen passed this week at the age of 67. During the lunch we shared (close to an Apple Store Allen wanted to visit) Allen provided me with insight that changed the way I looked at the Apple Store.