Take care of your customers, and you will have a successful business. Don't, and you won't. The airlines need to figure this out - soon.

To become "memorable" do things that are somewhat unexpected. Dress, or talk, in ways that draw attention. And mostly, don't follow all the "rule for behavior" so closely.

The single biggest barrier to effective leadership is, in my view, the leadership industry itself. Instead of telling people the skills and behaviors they need to be effective in getting things done, we tell them almost the opposite - blandishments about how we wish people would be, and how we wish workplaces were. That information is worse than useless as, to the extent people believe it, they often wind up losing their jobs.

People who don't have as much power as they would like often begin by attributing their difficulties to the environment - competitors, bosses, economic circumstances, and so forth. But in reality people are customarily their own biggest impediment to being as powerful as they would like.

With respect to trust, people tell me that it is essential for organizational functioning. Maybe, but most surveys of trust find that trust in leaders is low and nonetheless, organizations role along quite nicely.

People clearly want to believe that the world is a just and fair place. It provides them a sense of control and makes them psychologically comfortable. But believing that the world is a just and fair place causes people to not do enough to take care of themselves and to be unprepared for when it isn't so nice. So, people need to understand their tendencies to see the world as just and fair and then be realistic about the actual conditions in which they find themselves.

Being memorable equals getting picked.