Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.

Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

Habits grow from obtaining knowledge, attitude and skills.

In the best organizations, love is the real "pixie dust."

Companies whose marketing and sales departments are not using the Internet and social media for communication may have the same fate that the dime stores had when Wal-Mart came onto the scene.

There is an old Indian saying, "When legends die, dreams end. When dreams end, there is no more greatness." Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.

One of the reasons for The Walt Disney Company's long- term success is really the first of Dr. Deming's famous points, "create constancy of purpose." In his professional career, Walt's major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.