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Index

Accenture, 48

acceptance, in customer satisfaction, 199–200

accountability

in leadership, 10, 15

marketing plan and, 144

in teams, 65

Achievement of the Month prizes, 81–82

action orientation

in goal-setting, 211, 212–214

of leaders, 16

advertising, 140–144

Airbus, 28–29

Alexander the Great, 36–40

alignment on purpose, 71–72

Amazon, 7, 8, 9, 48, 102, 119, 124

Amazon.com, 186

ambition, in SWAN formula, 70

American Girl, 102

Anderson, Brad, 93

Anderson, Chris, 117–118

Andrews, Julie, 16

Angel Customers and Demon Customers (Selden and Colvin), 126–127

Apollo Group, 184

appearance, of salesperson, 172, 173

Apple, 4, 12, 41, 64, 125

appreciation, in customer satisfaction, 200

Apprentice, The (TV program), 27

Aquino, Corazon, 1

asking

for referrals, ...