The two critical questions to ask are: "Who is my customer?" and "What value am I adding?" Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.

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.

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

The role of any exceptional facilitator or consultant is to work themselves out of a job.

Storyboarding is what I call an "idea landscape" - one that can help unleash creativity, improve communication, and identify practical solutions to complex problems. The beauty of storyboarding is that ideas from an entire team are harnessed, not just those from the extroverts or vocal members.

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.

The key is to make sure you are doing the "right things" before you worry about doing things "right".