If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
E-mail has some magical ability to turn off the politeness gene in a human being.
If you're not doing something that people will remark on, then it's going to be hard to generate word of mouth.
You don't choose your passions; your passions choose you.
Everything you are comes from your choices.
The great thing about fact-based decisions is that they overrule the hierarchy.