Page 272 - The Apple Experience

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

December 31, 2011).
3. American Express, “2011 Global Customer Service Barometer: Market Comparison of

Findings,” A research report prepared for American Express,

http://about.americanexpress.com/news/docs/2011x/AXP_2011_csbar_market.pdf
(accessed December 31, 2011).

4. 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).

5. Lior Arussy, “Exceptional Service: Customer Experience, Self-Service and the Human

Interaction,” Strativity Group, Inc., 2009,
http://ct6.pagepointhosting.com/files2/exceptional_service.pdf (accessed December 31,

2011).
6. Carmine Gallo, “Lush: Happy People Selling Happy Soap,” Business Management

Daily, August 16, 2011, http://www.businessmanagementdaily.com/13908/lush-
happy-people-selling-happy-soap (accessed December 31, 2011).

7. http://www.forbes.com/sites/carminegallo/2011/11/11/01/business-renegade-zappos-
tony-hsieh/

PART III: SETTING THE STAGE

Chapter 15: Eliminate the Clutter

1. Jim Dalrymple and Peter Cohen, “Jonathan Ive Gives Some Insight into His Designs,”

The Loop, June 11, 2009, http://www.loopinsight.com/2009/06/11/jonathan-ive-
gives-some-insight-into-his-designs/ (accessed December 31, 2011).

2. George Beahm, editor, I, Steve: Steve Jobs in His Own Words (Chicago, IL: B2 Books,
2011), 93.

3. Cliff Edwards, “Commentary: Sorry, Steve: Here’s Why Apple Stores Won’t Work,”
Bloomberg Businessweek, May 21, 2001,