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inspiration for, xvii

multisensory experiences in, 206
One-to-One membership program in, 134–136

“soul” of, 16, 214–218

statistics on, visitor, revenue, size, etc., 7, 63
tenth anniversary celebrations of, xi, xii–xiii, 3, 7, 187

Tokyo’s Ginza location, 195–197
Tysons Corner, Virginia, 7, 185, 207

wait times in, 111–113
Applebee’s, 24

AppleCare Protection Plan, 99, 141–142

Arussy, Lior, 173
Assessing issues, in successful multitasking, 70–71

Assigning a plan of help, in successful multitasking, 71
AT&T, xvii, 92, 105–107, 116, 126, 178, 183, 193

AT&T Retail Experience, 106–107
Attitude vs. aptitude, in hiring, 16, 18, 24, 25

Audi, 113–116

B

Bain & Company, 52
Baldoni, John, 48
Basch, Michael, 10–11. See also FedEx customer service

Batali, Mario, 137

Bauhaus art movement, 196–197
Beebe, Tom, 187

Behar, Yves, 198
Best-Buy, xviii

Beyonce, 138
Blankenship, George, 210

Bloomberg Businessweek, 189