Apple Store’s Secret Sauce: 5 Steps of Service

by | May 16, 2012

People do the craziest things in an Apple Store. They record themselves dancing and post their videos to YouTube. Some have proposed marriage in Apple Stores. Comedian Mark Malkoff brought a goat into an Apple Store and produced a video on the other stuff he tries to...

Share the Stage to Win Over Your Audience

by | May 7, 2012

People love to see a performer share the stage with someone in the audience or, better yet, with someone they know personally.  I recently went to a Bruce Springsteen concert where, much to the audiences’ delight, he brought up two people to help him with a song...

Alan Mulally, Optimism, and the Power of Vision

by | Apr 26, 2012

I was surprised to receive a personal phone call from Ford CEO, Alan Mulally, in 2009. He simply wanted to compliment me on an article that I had written about the power of optimism. I thanked him and asked how things were going at Ford. Mulally impressed me with his...