Page 268 - The Apple Experience

Chapter 6: Develop Multitaskers

1. Carolyn DiPiero, Apple customer, in discussion with the author, November 3, 2011.
2. Colin Shaw, Qaalfa Dibeehi, and Steven Walden, Customer Experience: Future Trends

& Insights (NY: Palgrave Macmillan, 2010), 122.
3. Vanessa Gallo, business manager of Gallo Communications Group, in discussion with

the author, October 1, 2011.

4. http://www.todaysworkplace.org/2010/07/06/extreme_customer_service/

Chapter 7: Empower Your Employees

1. ifoAppleStore.com, “10th Apple Poster,” http://www.ifoapplestore.com/db/10th-
anniversary-poster/ (accessed December 31, 2011).

2. 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).
3. The Ritz-Carlton, “Service Values: I Am Proud to Be Ritz-Carlton,” The Ritz-

Carlton website, About Us, Gold Standards,
http://corporate.ritzcarlton.com/en/about/goldstandards.htm (accessed December 31,

2011).
4. Carmine Gallo, Fire Them Up!: 7 Simple Secrets to Inspire Colleagues, Customers, and

Clients; Sell Yourself, Your Vision, and Your Values; and Communicate with Charisma and

Confidence (NY: John Wiley & Sons, Inc., 2007), 103–104.
5. Daniel Pink, Drive: The Surprising Truth About What Motivates Us (NY, Riverhead

Books, 2009), 9.
6. Ibid., 35.

7. Ibid., 134.
8. Jack Welch, Straight from the Gut, Jack Welch (NY: Warner Business Books, 2001), 29.

9. Gallo, op.cit., p. 151.
10. Ibid., 152.