Plans are great, but missions are better.

Success brings with it the fear of blowing it. With more to lose, there's more pressure not to lose it.

You gain converts by winning at something the existing provider didn't think was so important.

Surprise and differentiation have far more impact than noise does.

One way to think about running a successful business is to figure out what the least you can do is, and do that.

I think it's fascinating to note that some of the most successful organizations of our time got there by focusing obsessively on service, viewing compensation as an afterthought or a side effect. As marketing gets more and more expensive, it turns out that caring for people is a useful shortcut to trust, which leads to all the other things that a growing organization seeks.

A dialogue leads to connection, which leads to trust which leads to engagement