To paraphrase Einstein, insanity is expecting employees to do one thing while rewarding them for doing something else.

If you give customers a chance, they’ll communicate with you in many ways.

The simple truth is that technology is still a poor substitute for human interaction.

Most companies that win don't have a unique strategy; quite the opposite, they are doing what everyone else is doing but have figured out how to execute better.

Customers are speaking to you implicitly via their behavior, captured in the footprints they leave behind in your systems.

Realize that employees and the customers both have to be engaged, at the same time, to move your business forward for sustainable success.