The dumbest mistake is viewing design as something you do at the end of the process to 'tidy up' the mess, as opposed to understanding it's a 'day one' issue and part of everything.

Have you thanked a front-line employee for carrying around a great attitude ... today?

Learning is a matter of intensity not elapsed time.

The idea of intimately entwining with customers [to get ideas] is an idea whose time has come.

There is no such thing as an insignificant improvement.

Remember my mantra: distinct... or extinct.

Communication is everyone's panacea for everything.