Things Never Go Smoothly.

If We Can Keep Our Competitors Focused On Us While We Stay Focused On The Customer, Ultimately We'll Turn Out All Right.

The Human Brain Is An Incredible Pattern-matching Machine.

You Cannot Make A Business Case That You Should Be Who You Are Not

In The Old World, You Devoted 30% Of Your Time To Building A Great Service And 70% Of Your Time To Shouting About It. In The New World, That Inverts

Every New Thing Creates Two New Questions And Two New Opportunities.