Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Champions are pioneers, and pioneers get shot at. The companies that get the most from champions, therefore, are those that have rich support network so their pioneers will flourish. This point is so important it's hard to overstress. No support systems, no champions. No champions, no innovations.

If your company has a clean-desk policy, the company is nuts and you're nuts to stay there.

Perception is all there is. If the customer think he's right, he's right.

The most important and visible outcropping of the action bias in excellent companies is their willingness to try things out, to experiment. If you wait until you believe you are safe, sure to be without occasional foolish feelings, you've most likely waited too long.

Statistically and emotionally, I believe that the way I can be of help to society is by doing what I know and what I've been good at.

You have to stand out if you want to move up.