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

Listen while you can, so that you can lead when you must.

To meet the demands of the fast-changing competitive scene, we must simply learn to love change as much as we have hated it in the past.

The little people will get even, which is one of a thousand reasons why they are not little people at all. If you're a jerk as a leader, you will be torpedoed. And usually it won't be by your vice presidents; it will be on the loading dock at 3am when no supervisors are around.

Ultimately, I think that the growth and sustainability of the e-book movement depends on authors and end-users (readers).

MP3 players and flash memory devices are good for data storage and playback of music and digital talking books, but they offer little or nothing in the way of visual presentation of information and communication.

The company's most urgent task is to learn to welcome, beg for, demand - innovation from everyone.