Compliance does not foster innovation, trust does. You can't sustain long-term innovation, for example, in a climate of distrust.

If we know how to listen to our own heart, we can listen to the hearts of others.

In the absence of wake-up calls, many of us never really confront the critical issues of life.

Writing distills, crystallizes, and clarifies thought.

In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.

Reducing children to a test score is the worst form of identity theft we could commit in schools.

Most of us spend too much time on what is urgent and not enough time on what is important.