The balance of power is shifting toward consumers and away from companies The right way to respond to this if you are a company is to put the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shouting about it, marketing it.

You don't chose your passion, your passion choses you

E-mail has some magical ability to turn off the politeness gene in a human being.

It's harder to be kind than clever

Effective process is not bureaucracy. Bureaucracy is senseless process.

Focusing on the customer makes a company more resilient.

We are stubborn on vision. We are flexible on details.