Albrecht's Law - Intelligent people, when assembled into an organization, will tend toward collective stupidity.

If the frontline people do count, you couldn't prove it by examining the reward systems in most organizations.

Albrecht's Law - Intelligent people, when assembled into an organization, will tend toward collective stupidity.

Customer needs have an unsettling way of not staying satisfied for very long.

There are only two ways to establish competitive advantage: do things better than others or do them differently.

In an organization of any significant size, the executives cannot create the future single-handedly. They must develop the enterprise in a constellation of teams within the overall team if they hope to bring the special talents and resources to bear on the challenge of creating superior customer value and sustaining a competitive advantage in the eyes of its customers.

Televisions and movies have made many Americans into habitual consumers of synthetic experience-audiovisual fantasies that simply pass the time.