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"The first step in exceeding your customer's expectations is to know those expectations."
Author Name
Personal Development
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
Author Name
Personal Development
"But paying is part of the game of life: it is the joy of buying that we crave."
Author Name
Personal Development
"As far as the customer is concerned, the interface is the product."
Author Name
Personal Development
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Author Name
Personal Development
"If they don't want to pay for it, they can stop drinking it."
Author Name
Personal Development
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
Author Name
Personal Development
"A person buying ordinary products in a supermarket is in touch with his deepest emotions."
Author Name
Personal Development
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
Author Name
Personal Development
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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Personal Development
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"One of the greatest pieces of economic wisdom is to know what you do not know."
Wisdom
"Politics is not the art of the possible. It consists in choosing between the disastrous and the unpalatable."
Art
"Few people at the beginning of the nineteenth century needed an adman to tell them what they wanted."
People
"Modesty is a vastly overrated virtue."
Virtue
"In any great organization it is far, far safer to be wrong with the majority than to be right alone."
Conformity
"There are times in politics when you must be on the right side and lose."
Politics
"Economics is a subject profoundly conducive to cliche, resonant with boredom. On few topics is an American audience so practiced in turning off its ears and minds. And none can say that the response is ill advised."
Economy
"The salary of the chief executive of a large corporation is not a market award for achievement. It is frequently in the nature of a warm personal gesture by the individual to himself."
Nature
"Money differs from an automobile or mistress in being equally important to those who have it and those who do not."
Money
"A bad book is the worse that it cannot repent. It has not been the devil's policy to keep the masses of mankind in ignorance; but finding that they will read, he is doing all in his power to poison their books."
Power
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