“The high quality of a company’s customer experience rarely has anything to do with the high price of their product.”

“Profitability. Growth. Quality. Exceeding customer expectations. These are not examples of values. These are examples of corporate strategies being sold to you as values.”

“The heart of a company’s performance is hardwired to the hearts of its managers.”

“No manager wants success completely defined on the company’s terms. They want success defined by their own terms too.”

“Being relevant to your customers only when you’re trying to sell something means choosing to be irrelevant to them for the rest of the time.”

“A company can’t buy true emotional commitment from managers no matter how much it’s willing to spend; this is something too valuable to have a price tag. And yet a company can’t afford not to have it.”

“The first step out of the gate has to be knowing where you want to end up. What do you really want from your company?”