Page 270 - The Apple Experience

Chapter 10: Sell the Benefit

1. Patty Cook, Apple customer, in discussion with the author, December 14, 2011.
2. ifoAppleStore.com, “10th Apple Poster,” http://www.ifoapplestore.com/db/10th-

anniversary-poster/ (accessed December 31, 2011).
3. Wikipedia, “Apple A5,” http://en.wikipedia.org/wiki/Apple_A5#cite_note-3 (accessed

December 31, 2011).

Chapter 11: Unleash Your Customer’s Inner Genius

1. Carolyn DiPiero, Apple customer, in discussion with the author, November 3, 2011.

2. YouTube, “Sexy Dance Time!” http://www.youtube.com/watch?v=VoyYYU6JUXY
(accessed December 31, 2011).

3. YouTube, “Working in Apple Retail,”
http://www.youtube.com/watch?v=CMj6G6ZALSw&feature=related (accessed

December 31, 2011).
4. Simply Hired, “Apple Customer Service Rep, at Home,” Simply Hired job description,

posted December 27, 2011, http://www.simplyhired.com/job-id/f4fobndq33/apple-
customer-jobs/ (accessed December 31, 2011).

5. 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).

Chapter 12: Create Wow Moments

1. Macintosh unveiling 1984; Jobs quote.
2. YouTube, “Apple Music Event 2001—The First Ever iPod Introduction,”

http://www.youtube.com/watch?v=kN0SVBCJqLs&feature=related (accessed January
30, 2009).