I hope I'm better looking than Yoda, but - I'm really interested in people who have something to say, a change they want to make and can't figure out why they can't make it spread.

Developing expertise or assets that are not easily copied is essential; otherwise you're just a middleman.

Flexible in the face of change, resilient in the face of confusion. All of these attributes are choices, not talents, and all of them are available to you.

A customer is never out of warranty, even if his product is.

Change almost never fails because it's too early. It almost always fails because it's too late.

We are too focused on avoiding criticism and not enough on making a difference.

Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new...If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low.