My Dinner With Neil Armstrong

I had one of those ‘pinch-me’ moments thanks to a friend who invited me to dinner with Neil Armstrong who passed away at the age of 82. For three hours I sat across from Armstrong as he regaled us with stories of the first moon landing. Remember, Armstrong was one of...

Why the Apple Store hires for smiles

After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple’s astonishing success in retail lies in what customers don’t see—the way employees are hired, trained, motivated, and taught to communicate...