“The world is changing. No matter what any of us is shopping for, we can find good products, good services, good solutions. We want to enjoy the experience of using those products, those services. This firm doesn't have a lock on brilliance. Your prospective clients can find that elsewhere. They want to enjoy the experience of implementing a brilliant solution in collegial and congenial partnership with teh people who brought it to them.”

“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.”

“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.”

“We had little or no emotion. We lacked the capacity to feel fear, to experience love, to enjoy the sensations of happiness and delight.The finest warriors are not only those who do not fear, but those who are without anger.”

“Accountable Authentic Collaborative Courageous Passionate Lifelong learner Welcomes feedback Biased toward action Solution oriented Change agent”

“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.”

“Changing the world is good for those who want their names in books. But being happy, that is for those who write their names in the lives of others, and hold the hearts of others as the treasure most dear.”