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.

Social media can work to a CEO's advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace. In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.

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.

An idea becomes great when it becomes tangible.

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

When values are deeply embedded within an organization, they seldom change.

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