Focusing On The Customer Makes

The Best Customer Service Is If The Customer Doesn't Need To Call You, Doesn't Need To Talk To You. It Just Works.

I Think Technology Advanced Faster Than Anticipated. In That Whirlwind, A Lot Of Companies Didn't Survive. The Reason We Have Done Well Is Because, Even In That Whirlwind, We Kept Heads-down Focused On The Customers. All The Metrics That We Can Track About Customers Have Improved Every Year.

The Great Thing About Fact-based Decisions Is That They Overrule The Hierarchy.

In The Old World, You Devoted 30% Of Your Time To Building A Great Service And 70% Of Your Time To Shouting About It. In The New World, That Inverts

When You Are Eighty Years Old, And In A Quiet Moment Of Reflection Narrating For Only Yourself The Most Personal Version Of Your Life Story, The Telling That Will Be Most Compact And Meaningful Will Be The Series Of Choices You Have Made. In The End, We Are Our Choices.