The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.

Customer service shouldn't just be A department, it should be the entire company.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

Get the culture right, and everything else just falls into place.

Without conscious and deliberate effort, inertia always wins

I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.