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6 March 2018

Principle of the day

Parkinson’s law

Work expands to fill the time available for its completion; time constraints can counter process bloat.

Cyril Northcote ParkinsonBritish historian and author associated with Parkinson’s lawSource: Parkinson’s law

Quote of the dayauthenticity

Customers want to feel what they buy is authentic.

Joseph PineAmerican author and co-creator of the experience-economy conceptSource: What consumers want

Quote of the daymindset

I’d rather be optimistic and wrong than pessimistic and right.

Elon MuskFounder of SpaceX and CEO of TeslaAttributedView profile: Tesla

Principle of the day

Differentiation

Advantage comes from delivering value differently or at lower cost than competitors; difference without value is not enough.

Michael PorterAmerican strategy professor and author of competitive-advantage conceptsSource: Strategy and competitive advantage

Quote of the daycustomer perspective

Everyone from the CEO down to the contact center agent should know what it feels like to be a customer.

Blake MorganAmerican customer-experience author and futuristAttributed

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