Everything starts with the customer.
I think values are really, really important, but I also think that too many values are just words.
We built this company from the customer back, not from the company out.
Never confuse activity with results.
No institution will go through fundamental change unless it believes it is in deep trouble and needs to do something different to survive.
If life was so easy that you could just go buy success, there would be a lot more successful companies in the world. Successful enterprises are built from the ground up.