The person who fails the most wins.

You market when you hire and when you fire. You market when you call tech support, and you market every time you send a memo.

You can't win by being more average than average.

Personalizatio n wasn't supposed to be a cleverly veiled way to chase prospects around the web, showing them the same spammy ad for the same lame stuff as everyone else sees. No, it is a chance to differentiate at a human scale, to use behavior as the most important clue about what people want and more important, what they need.

Design is the last great competitive advantage.

I find that it's almost essential to fall in love with an idea to invest the time it takes to make it good and worth sharing. And then, the hard part: deleting that idea when it's just not what it could be. Too often, organizations are good at the first part, but struggle with the second. And so we defend expired business models, support the status quo and have a knee-jerk inclination to preserve what we've got.

Facts are irrelevant. What matters is what the consumer believes.