The dominant culture in most big companies demands punishment for a mistake, no matter how useful, small, invisible.

All business success rests on something labeled a sale, which at least momentarily weds company and customer.

The 'value added' for most any company, tiny or enormous, comes from the Quality of Experience provided.

An era similar to the one in which the black rotary phone dominated its product category may not recur anytime soon.

Excellence comes from human beings doing things of value that customers find memorable.

Success requires a persistent misreading of the odds.

Every collection reflects the ideas andvalues and interests of the individual or group who developed the collection.