Leaders understand the ultimate power of relationships.

Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.

If future competitiveness depends on treating people as an important part of the institution, the least respectful thing I can imagine doing to a human being is asking him to urinate in a cup.

We often hear that the digital age has resulted in a devaluing of time, space, and place. But I wonder if theseclaims are exaggerated.

I think economics, content, and the ability to interact with content in new and different ways are what will drive the adoption of e-books.

Train everyone lavishly. You can't overspend on training.

The day firing becomes easy is the day to fire yourself.