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And become customer obsessed. Individuals and organizations with low levels of emotional intelligence can not do this. Consumers would pay 5 to 25% more to ensure a superior customer experience (Customer Service Impact 2010 Report, published by RightNow).

Apple has exploded as a company because they are The Trusted Authority within their market and their customers have become advocates. Caring first, not selling builds your personal and organizational brand. If you are not The Trusted Authority you are a commodity

Your client’s biggest opportunities go to The Trusted Authority. By offering your authentic service in a way that increases your client’s capability you create value for them. When you use your abilities to solve a problem for someone or enable them to capture an opportunity you earn a level of trust and respect. This allows you to create even more value as the relationship deepens. You become The Trusted Authority your client calls first when they are in need.

Experiencing an Apple Retail Store is like taking a mini vacation to Disneyland. There is a party going on inside reflecting the organization’s resonant leadership and emotional intelligence. The Apple Store experience reflects the value they place on developing deep and authentic relationships with employees, customers, business partners and suppliers viewed as their primary go forward assets. Sure, Apple has great products and ‘Genius’ technical support but make no mistake; they are consciously focused on developing a tribe of evangelists to spread the word about the Apple experience within their social networks.

Next time you feel like a mini vacation or would simply like to experience the direction of organizational development visit an Apple Retail Store

For every 1% improvement in the service climate there is a 2% improvement in revenue.



Daniel Goleman, Ph.D. Primal Leadership

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