Without exception, the dominance and coherence of culture proved to be an essential quality of the excellent companies. - Thomas Peters

The well-served customer...is an appreciating asset. Every small act on her or his behalf ups the odds of repeat business, add-on business, and priceless word-of-mouth referral.

In the private or public sector, in big business or small, we observe that there are only two ways to create and sustain superior performance over the long haul. First, take exceptional care of your customers ... via superior service and superior quality. Second, constantly innovate. That’s it.

An organization, no matter how ‘technologically transformed,’ is at the end of the day no more/no less than: PEOPLE SERVING PEOPLE. (And as leader, your job is: SERVE THE PEOPLE WHO SERVE THE PEOPLE.) (One last thing: The people we serve are our Customers AND our Communities.)