Apple has made a controversial decision to close three stores, all in struggling malls, due to the company's focus on delivering exceptional service and experiences for its customers. The company maintains over 90% customer retention among its core user base, with Apple’s iPhone customer retention rate hovering at 92%, well above most rivals. Despite slight declines in smartphone loyalty rates, Apple's Net Promoter Score (NPS) is estimated at 61, surpassing tech industry averages. The closures were part of Apple's strategy to diversify its retail stores globally and achieve the highest sales per store square foot. Despite these closures, employees at Trumbull Mall, the Shops at North County, and Towson Town Center will continue their roles.