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" Truth be told, there are lots of companies that provide exemplary phone support. DirecTV, Virgin America and Apple are a few that regularly exceed my expectations. "

Gary Hamel

Phone

Support

Truth

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" The fact is, society is made more hospitable by every individual who acts as if 'do unto others' really was a rule. "

" I don't know whether the universe contains any evidence of intelligent design, but I can assure you that thousands of everyday products do not. "

" To escape the curse of commoditization, a company has to be a game-changer, and that requires employees who are proactive, inventive and zealous. "

" It doesn't matter much where your company sits in its industry ecosystem, nor how vertically or horizontally integrated it is - what matters is its relative 'share of customer value' in the final product or solution, and its cost of producing that value. "

" A noble purpose inspires sacrifice, stimulates innovation and encourages perseverance. "

" Large organizations don't worship shareholders or customers, they worship the past. If it were otherwise, it wouldn't take a crisis to set a company on a new path. "

" Remarkable contributions are typically spawned by a passionate commitment to transcendent values such as beauty, truth, wisdom, justice, charity, fidelity, joy, courage and honor. "

" We owe our existence to innovation. Our species exists thanks to four billion years of genetic innovation. "

" Building human-centered organizations doesn't imply a return to the paternalistic, corporate welfare practices of the 19th century. Most of us don't want to be nannied. "

" Obviously, you don't have to be religious to be moral, and beastly people are sometimes religious. "

" In an ideal world, an individual's institutional power would be correlated perfectly with his or her value-add. In practice, this is seldom the case. "

" An enterprise that is constantly exploring new horizons is likely to have a competitive advantage in attracting and retaining talent. "

" Power has long been regarded as morally corrosive, and we often suspect the intentions of those who seek it. "

" In most companies, the formal hierarchy is a matter of public record - it's easy to discover who's in charge of what. By contrast, natural leaders don't appear on any organization chart. "

" Trust is not simply a matter of truthfulness, or even constancy. It is also a matter of amity and goodwill. We trust those who have our best interests at heart, and mistrust those who seem deaf to our concerns. "

" It's not unusual for a would-be entrepreneur to get turned down half a dozen times before finding a willing investor - yet in most companies, it takes only one 'nyet' to kill a project stone dead. "

" Today, no leader can afford to be indifferent to the challenge of engaging employees in the work of creating the future. Engagement may have been optional in the past, but it's pretty much the whole game today. "

" It's not just that individuals have lost faith in the integrity of their leaders, it's that they no longer believe society's most powerful institutions are acting in their interests. "

" Fact is, inventing an innovative business model is often mostly a matter of serendipity. "

" What's true for churches is true for other institutions: the older and more organized they get, the less adaptable they become. That's why the most resilient things in our world - biological life, stock markets, the Internet - are loosely organized. "

" I am an ardent supporter of capitalism - but I also understand that while individuals have inalienable, God-given rights, corporations do not. "

Gary Hamel

Understand

Capitalism

" The real damper on employee engagement is the soggy, cold blanket of centralized authority. In most companies, power cascades downwards from the CEO. Not only are employees disenfranchised from most policy decisions, they lack even the power to rebel against egocentric and tyrannical supervisors. "

" Most of us do more than subsist. From the vantage point of our ancestors, we live lives of almost unimaginable ease. Here again, we have innovation to thank. "

" If organized religion has become less relevant, it's not because churches have held fast to their creedal beliefs - it's because they've held fast to their conventional structures, programs, roles and routines. "

" When a politician bends the truth or a CEO breaks a promise, trust takes a beating. "

" Most companies don't have the luxury of focusing exclusively on innovation. They have to innovate while stamping out zillions of widgets or processing billions of transactions. "

" While one should never underestimate the ability of risk-besotted financiers to wreak havoc, the real threat to capitalism isn't unfettered financial cunning. It is, instead, the unwillingness of executives to confront the changing expectations of their stakeholders. "

" To create an organization that's adaptable and innovative, people need the freedom to challenge precedent, to 'waste' time, to go outside of channels, to experiment, to take risks and to follow their passions. "

" I'm a capitalist by conviction and profession. I believe the best economic system is one that rewards entrepreneurship and risk-taking, maximizes customer choice, uses markets to allocate scarce resources and minimizes the regulatory burden on business. "

" During the ten years I lived in the U.K., I frequently attended an Anglican church just outside of London. I enjoyed the energetic singing and the thoughtful homilies. And yet, I found it easy to be a pew warmer, a consumer, a back row critic. "