“The big deal is that if employees aren't engaged, your company will suffer.”

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”

“Stop talking about inclusion and engagement and start including and engaging in every conversation, every meeting.”

“inclusion + engagement = execution muscle”

“I want us all to stop thinking only in terms of accomplishments, of task and completion, of beating the competition, of gathering income and merchandise, of winning praise, and instead, live our lives forging the deepest relationships we can with ourselves and with one another. i want us to respond to adversity by deepening our engagement in our lives. It isn't complicated.”

“No matter what your job is, the key is your context, your beliefs about your responsibility to customers and the relationships you intend to enjoy or endure with them.”

“What matters anywhere in your organization, matters everywhere in your organization.”