A complaint is a unique opportunity to strengthen the relationship with the client.

One of the functions of an organization, of any organism, is to anticipate the future, so that those relationships can persist over time.

The only factor becoming scarce in a world of abundance is human attention.

The nature of an innovation is that it will arise at a fringe where it can afford to become prevalent enough to establish its usefulness without being overwhelmed by the inertia of the orthodox system.

We have to get better at believing the impossible.

All these computers, all these handhelds, all these cell phones, all these laptops, all these servers - what we're getting out of all these connections is we're getting one machine. ... We're constructing a single, global machine.

Well, here's what you can do, and that's about it.