What Steve Jobs Stole From Ritz-Carlton (and You Should Steal From Apple)

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What Steve Jobs Stole From Ritz-Carlton (and You Should Steal From Apple)

By Micah Solomon

When late Apple CEO Steve Jobs and then-retail-golden-boy Ron Johnson were getting ready to open the first Apple stores (a story I detail in my latest book, High-Tech, High-Touch Customer Service), they asked around Apple headquarters in Cupertino, California: “What’s the best customer experience you’ve ever had yourself, as a customer?”

A similar answer came back from every employee they asked, and, no, it wasn’t a tale of awesome customer service at Circuit City (RIP) or Best Buy or any of the other companies against which the Apple Store would soon be directly competing…

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