Page 264 - The Apple Experience

Notes

Introduction: Enriching Lives

1. YouTube, “Mark Malkoff: Apple Store Challenge,” YouTube,
http://www.youtube.com/watch?v=Bo2p82aTQzo (accessed December 31, 2011).

2. Ron Johnson, “What I Learned Building the Apple Store,” Harvard Business Review,

November, 21, 2011,
http://blogs.hbr.org/cs/2011/11/what_i_learned_building_the_ap.html (accessed

December 31, 2011).
3. Ibid.

PART I: INSPIRING YOUR INTERNAL CUSTOMER

1. Nikki Blacksmith and Jim Harter, “Majority of American Workers Not Engaged in

Their Jobs,” Gallup, October 28, 2011, http://www.gallup.com/poll/150383/Majority-
AmericanWorkers-Not-Engaged-Jobs.aspx (accessed December 31, 2011).

Chapter 1: Dream Bigger

1. Isadore Sharp, Four Seasons: The Story of a Business Philosophy (NY: Penguin Group,

2009), xv.
2. Ibid., 95.

3. Michael Basch, Customer Culture: How FedEx and Other Great Companies Put the
Customer First Every Day (Upper Saddle River, NJ: FT Prentice Hall, 2003), 12.

4. Ibid., 9.

5. Ibid., 24.
6. Ron Johnson, ThinkEquity Conference 2006, posted on www.ifoAppleStore.com,

http://www.ifoapplestore.com/stores/thinkequity_2006_rj.html (accessed December
31, 2011).