When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

If you were a customer, would you come back to buy your products or services?

Never rest on past success. Create something better.

To see like a customer, be like a customer.

If customers say you're just 'all right', you've not done enough, you've failed to delight.

Always aim for 100 percent and you'll always know where to improve.

Constant acts of goodness are worth far more than rare acts of greatness.