An ability to embrace new ideas, routinely challenge old ones, and live with paradox will be the effective leader's premier trait.

We're going to see leadership emerge as the most important element of business - the attribute that is highest in demand and shortest in supply.

One size NEVER fits all. One size fits one. Period

The drive for control, or the perception thereof, is truly the strongest force in human nature.

The magic formula that successful businesses have discovered is to treat customers like guests and employees like people.

Momentum is a fragile force. Its worst enemy: procrastination. Its best friend: a deadline (think Election Day). Implication no. 1 (and there is no no. 2): Get to work! NOW!

I urge you to set a tough, quantitative target for adding "differentiators" as I call them, to every service you provide.