Statistically and emotionally, I believe that the way I can be of help to society is by doing what I know and what I've been good at.

I used to be skeptical when educators and technologists predicted that we may be entering a new era of oral culture, in which audible information will be at least as important as visible information. Now that I have adopted into my own daily life a device that makes music and spoken-word files easy to access from anywhere, I have tempered my skepticism.

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

Leaders win through logistics. Vision, sure. Strategy, yes. But when you go to war, you need to have both toilet paper and bullets at the right place at the right time. In other words, you must win through superior logistics.

Don't settle for less than is possible.

The world has not just "turned upside down". It is turning in every which way at an accelerating pace.

It's not enough to be close to the customer. You've got to be glued to the customer.