In the long run, it costs more to provide poor rather than good service.

When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

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.

People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.

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

This is great if you know all those "not to do" strategies. Sometimes you learn the "not to do's" by doing. The key is to fail forward fast. Try, fail, learn, and quickly try again.

Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.