by carolynkilmer@gmail.com | 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...
by carolynkilmer@gmail.com | 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...
by carolynkilmer@gmail.com | 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...
by carolynkilmer@gmail.com | Apr 10, 2012
One of the questions Apple Store hiring managers ask themselves while sizing up a potential job candidate is, “Can the individual offer Ritz-Carlton level service with the right training?” The Ritz-Carlton is the gold standard of customer service so it would make...
by carolynkilmer@gmail.com | Apr 2, 2012
Enriching lives. These two words tell you everything you need to know about The Apple Retail Store and why it’s become the most profitable retailer in America. “Enriching lives” are the first two words on the wallet-sized Apple Retail credo card all employees are...
by carolynkilmer@gmail.com | Mar 16, 2012
If you walk into an Apple Store to buy a new iPad, you will be greeted by friendly, passionate sales associates (specialists) who are eager to help you. But don’t expect them to “sell” you anything. After spending the last eight months researching a new book on the...
