INDEX
A
accountability, 174–175
adaptation, continuous, 115–116
Adometry, 129
airlines, 38–40, 58–62, 125–126, 141–142
American Airlines, 38, 141–142
American Revolution, 151
America Online, 15
analytical skills, 174–177
Apple, 88
empathic design at, 179
innovation at, 125
“Think Different” campaign, 173–174
values at, 160
Worldwide Developers Conference, 71
Zune vs., 67
Apple Store, 5, 19, 69–71, 76–77
Asian Development Bank, 163
assumptions, 117
Asymco, 69–70
Athleta, 89
attitudes
Apple Store, 70–71
blaming customers, 28–29
customer service and, 115–116, 117
purpose and, 171
authenticity, 137–138
automobile industry, 50–53
B
baby boomers, 14–15
Baer, Jay, 127
Baldrige Performance Excellence Program, ...
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