Improving customer service is about dealing with expectations and dealing with absolutely crucial points in the process more than just actually trying to improve everything evenly.

When we have strong positive emotions about a brand we seek supporting evidence and ignore contradictory facts.

Burn your business cards.

Whenever we introduce ourselves to another person, we usually lead with our title – whether it’s on our business card or what we claim ourselves to be.

In fact we’re robbing ourselves of some really great opportunities.

Recognizing that brands aren’t simply built upon exclusive loyalty but are highly dependent on vast numbers of light, polygamous buyers – and that growth comes from acquiring more of them, not increasingly the loyalty of current buyers – puts the role of the ‘fan’ into proper perspective.

The Participation Paradox by Martin Weigel

At the foundation of any great idea is the truth, and the most powerful force of creativity.

Hegarty on Creativity by Sir John Hegaty of BBH