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4. Covey, op.cit., p. 229.

5. Michael Lombardo and Robert Eichinger, FYI/For Your Improvement: A Guide for
Development and Coaching; For Learners, Managers, Mentors, and Feedback Givers, 5th

edition (Minneapolis, MN: Lominger International, 2009), 180.

6. Covey, op.cit., p. 146.

Chapter 5: Foster a Feedback Loop

1. John Baldoni, “Hire People Who Disagree with You,” Harvard Business Review, July
27, 2009, http://events.apple.com.edgesuite.net/10oiuhfvojb23/event/index.html

(accessed December 31, 2011).
2. Apple Store credo card, anonymously given to author.

3. 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).

4. Fred Reichheld with Rob Markey, The Ultimate Question 2.0: How Net Promoter
Companies Thrive in a Customer-Driven World (Boston, MA: Harvard Business School
Publishing, 2011), 4.

5. Ibid., 28.

6. Ibid., 2.
7. Ibid., 132.

8. Ibid., 133.
9. Apple customer feedback survey e-mailed to author on November 1, 2011.

10. David Lazarus, “US Airways Could Add Some Humanity to Its ‘Corporate
Personhood,’ ” Los Angeles Times, October 25, 2011,

http://articles.latimes.com/2011/oct/25/business/la-fi-lazarus-20111025 (accessed

December 31, 2011).
11. Reichheld op.cit., p. 284.

12. Walter Isaacson, Steve Jobs (NY: Simon & Schuster, 2011), 569.