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11. Ibid., 153.

12. Stanford University, “ ‘You’ve Got to Find What You Love,’ Jobs Says,” Stanford
Report, June 14, 2005, Steve Jobs Commencement Address, delivered on June 12,

2005, http://news-service.stanford.edu/news/2005/june15/jobs-061505.html (accessed

January 30, 2009).

PART II: SERVING YOUR EXTERNAL CUSTOMER

Chapter 8: Follow Apple’s Five Steps of Service

1. Yukari Iwatani Kane and Ian Sherr, “Secrets from Apple’s Genius Bar: Full Loyalty,

No Negativity,” The Wall Street Journal, June 15, 2011,
http://online.wsj.com/article/SB10001424052702304563104576364071955678908.ht

ml (accessed December 31, 2011).

2. Jay Baer, “70% of Companies Ignore Customer Complaints on Twitter,” Jay Baer’s
Convince & Convert, http://www.convinceandconvert.com/social-media-

monitoring/70-of-companies-ignore-customer-complaints-on-twitter/ (accessed
December 31, 2011).

3. Carmine Gallo, “The New AT&T Customer Service Experience,” Forbes, October 5,
2011, http://www.forbes.com/sites/carminegallo/2011/10/05/the-new-att-customer-

service-experience/ (accessed December 31, 2011).

Chapter 9: Reset Your Customer’s Internal Clock

1. Vanessa Gallo, “Play Offense, Not Defense When You Make a Customer Service
Blunder,” Customer Service Stinks, Gallo Communications, November, 11, 2010,

http://gallocommunications.com/2010/11/11/play-offense-not-defense-when-you-
make-a-customer-service-blunder/ (accessed December 31, 2011).