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

Swipe from the best, then adapt.

As a consumer, you want to associate with brands whose powerful presence creates a halo effect that rubs off on you.

The top athletes are consummate pros who work obsessively at their craft. Approach yours the same way.

Don't 'tolerate' mistakes. Embrace them!

Leaders' careers will usually be determined by their handling of one or two critical events that no one could possibly anticipate or plan for.

Books were rare,expensive, time-consuming to create and copy, and difficult to transport. That is why collections ofprint-based books developed around centers of religious belief, learning, and wealth. It was cheaper andeasier for people to come to the collection than for the collection, or parts of the collection, to go to thepeople.