“It’s been said that legends are those who shape change into greatness; shaping change is one of the hallmarks of genius.”
“Let your motto then always be Excelsior , for by living up to it there is no such word as fail.”
“Make sure your business is creating a service experience so good that it demands loyalty.”
“All I had done was to improve on their strategy, and it was the beginning of a very important lesson in life - that anytime you find someone more successful than you are, especially when you re both engaged in the same business - you know they re doing something that you aren t.”
“Many companies expect loyal customers without providing loyal service. This has been the visionary failure of countless corporations.”
“The mobile phone acts as a cursor to connect the digital and physical.”
“If you will look about you (which most people won t do), says Sergeant Cuff, you will see that the nature of a man s tastes is, most times, as opposite as possible to the nature of a man s business.”
“When you put yourself in the customer’s shoes and begin your dialog from there, an immediate connection develops that stems beyond basic commerce and encourages loyalty.”
“Businesses are great structures for managing big projects. It’s like trying to develop the ability to walk without developing a skeleton. Once in a blue moon, you get an octopus, but for the most part, you get skeletons. Skeletons are good shit.”