Customers Perceive Service In Their Own Unique,

Trust, Not Technology, Is The Issue Of The Decade.

Leaders' Careers Will Usually Be Determined By Their Handling Of One Or Two Critical Events That No One Could Possibly Anticipate Or Plan For.

The Hyperfast-moving, Wired-up, Reengineered, Quality-obsessed Organization Will Succeed Or Fail On The Strength Of The Trust That Its Managers Place In The Folks Working On The Front Line.

Swipe From The Best, Then Adapt.

"old" Is Definitely Not Cool In America. Never Has Been.