We've been trained to prefer being right to learning something, to prefer passing the test to making a difference, and most of all to prefer fitting in with the right people

Marketers need to spend less time making promises and more time keeping them.

Relying too much on proof distracts you from the real mission–which is emotional connection.

It's unlikely that you'll create something scarce without doing something risky to get there.

You do not hate anyone you are not capable of loving. Remember that.

If you're considering word of mouth, stability and lifetime value, it's almost always true that the easier it is to get someone's attention, the less it's worth.

The best time to do great customer service is when a customer is upset.