To be embraced, a change effort must be socially constructed in a process that gives everyone the right to set priorities, diagnose barriers, and generate options.
Your organization can start tweeting, but that wont change its DNA.
Innovation is the only insurance against irrelevance.
Ideas that transform industries almost never come from inside those industries.
You can't use an old map to see a new land.
Truth be told, there are lots of companies that provide exemplary phone support. DirecTV, Virgin America and Apple are a few that regularly exceed my expectations.