It doesn't matter what product or service you're offering; there is unlimited ability to improve the quality of anything.

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

"Old" is definitely not cool in America. Never has been.

Every managerial act must be seen as an unequivocal support for urgency in pursuit of constant testing, change, and improvement.

Had Twitter been invented earlier, my books would have been shorter.

Today brands are everything, and all kinds of products and services - from accounting firms to sneaker makers to restaurants - are figuring out how to transcend the narrow boundaries of their categories and become a brand surrounded by a Tommy Hilfiger-like buzz.

Digital content and electronic networks have changed the basic environmental conditionsin which documents are created, distributed, and used.