If you want to interest people, make them think. If you want to inspire people, make them feel.
Let your imagination soar. What you can do for customers is more than you see today.
What you want to be defines what you become.
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.
Create a compelling service vision. When people want to, they will.
When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).