"We all seem to have collectively lost sight of what it means to be a good business, in the ethical sense."
"[Friction creates] the feeling that you’re trying to accomplish [something], but there’s something about the system that makes it difficult or impossible for you to get it done. […] When people feel excessively burdened, they’re less creative. They tend to leave the organization. They just give up."
"In a world like this, you better ask yourself every single day whether your company has three characteristics: One is resilience, the second is optionality or open-mindedness, and the third is agility."
"Business today is built upon knowledge layers—information on customers, supply chains, markets…. All these layers will now be updated with…new technology, [enabling] optimized decision making, personalization, and customization."
"We have no examples in our data of successful culture change that did not start at the top. […] If the business leader […] is not building the story then it is not culture change."
"A bunch of geeks, largely clustered in Northern California, iterated and experimented their way into a better operating system for a company. They have upgraded the company."
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