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.

Swipe from the best, then adapt.

Think about the market, think about the design, and think about who is going to design for that market. Hit the mark.

If you love your company and love what you do, you will serve your customers better-period!

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

Everyone has a chance to learn, improve, and build up their skills.

The hyperfast-moving, wired-up, reengineered, quality-obsessed organization will succeed or fail on the strength of the trust that its managers place in the folks working on the front line.