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How Apple is Blurring the Line Between Marketing and Service
Jul 3, 2008

Peter Blackshaw, in his soon to be released book (July 8th) "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000" , offers an insightful capture of the power of word of mouth internet chatter and buzz and its impact on companies and customer service . Click Here

In his article in Advertising Age Click Here his affirmation that Apple Stores are going well beyond, in making a personal connection with consumers, supports very clearly the point raised in How you do.. What you do, that there is a very direct connection between interacting with customers and innovation.  In 2007 BusinessWeek judged Apple to be the most innovative company in America.  We only need to look at how they go out of their way to connect, hear and listen and then respond with product innovations their customers don't even know they want yet , but Apple turns around and creates them for them.

How they do, What they do is Apple's clear differentaitor

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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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