Page 278 - The Apple Experience

Bohlin, Peter, 205

Booker, Tom (character in The Horse Whisperer), 132–133
Brain, neuroscience and wow moments, 144

Brand message map, 165–166, 165, 166

Branding, 172–173
Branson, Richard, 45–46, 85, 109

Brin, Sergey, 162
Brooks, Garth, 6–7, 8

Buffett, Warren, 43
Build-A-Bear, 208–209

C

“Celebration of Steve’s Life,” 35

Charlie Rose (TV show), 217
Charmel, Patrick, 41

Chiat/Day ad agency, 144
Classes for customers, 142

Cleanliness of store, 187–190
Cluttered stores, 183–193

CNN, 170

Commissioned sales staff, 97, 99
Complacency, 11
Confidence. See Fearlessness (confidence) in employees

Consistent customer experience. See Customer experience, consistency of

Cook, Ken, 122
Cook, Patty, 122

Cook, Tim, 22–23, 26, 160
on hiring practices, 30

on respect vs. confidence, 27
Cooper, Simon, 168

Cornell University study on hiring practices, 18