Quote: Customers want results. They’re attracted to products that delight them. They’re impressed by startups that communicate and respond quickly to their issues. They want value, and they want you to fit seamlessly into their lives. They want a lot. Really: they want magic. Sell magic, not technology.

Quote: …metrics are relative and context-sensitive. Unless a metric is a compulsory regulatory metric, the choice of a metric is only as good as the effect it has toward a desired outcome in a specific context.

Quote: Being accountable for your world is also incredibly empowering. You can’t control all the factors,but you can control your reactions and responses to them. Once you realize that, suddenly even the biggest things don’t seem so daunting anymore. It isn’t someone else’s fault. It isn’t the system’s fault, or the fault of your circumstances. You’re in control of a lot more than you think.