If you're not serving the customer, you'd better be serving someone who is.

Start out with an ideal and end up with a deal.

Change your language and you change your thoughts.

Albrecht's Law - Intelligent people, when assembled into an organization, will tend toward collective stupidity.

Customer needs have an unsettling way of not staying satisfied for very long.

If the frontline people do count, you couldn't prove it by examining the reward systems in most organizations.