A great reminder to everyone that what you do today might just come back around to bite you in the future.

Quote: For CEOs, creativity is now the most important leadership quality for success in business, outweighing even integrity and global thinking, according to a new study by IBM. The study is the largest known sample of one-on-one CEO interviews, with over 1,500 corporate heads and public sector leaders across 60 nations and 33 industries polled on what drives them in managing their companies in today’s world.

Quote: The human mind is hard-wired to reinforce existing maps, even in the face of dis-confirming evidence. Psychologists have documented a depressingly long list of cognitive biases that distort how people process new information and prevent them from noticing when established mental models break down. The “confirmation bias” refers to our tendency to notice data that confirms existing assumptions, and while ignoring or discrediting information which challenges our assumptions. When faced with data that doesn’t jibe with existing assumptions, people typically ignore it, discredit it, or force it to fit their model.

Quote: For most of your customers, tech support is the only human interaction they’ll have with you. Are you really going to leave that up to your worst-treated, least-paid, least-qualified employees?

Quote: We are much more than our work and even our family. These formulaic questions evolved from the need to make conversation more than the desire to get know somebody. What results is we begin to think that people are fairly boring. But it’s not the case.