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…high-trust organizations are consistently able to create and deliver more value to their customers.
Our culture has been obsessed with promoting happiness for centuries and it doesn’t seem to be working.
Handoffs and approvals slow down the Build-Measure-Learn feedback loop and inhibit both learning and accountability.
Great leaders do not settle for systems as they are, but see what they could become, and so work to transform them for the better, to benefit the widest circle.
Because optimistic bias can be both a blessing and a risk, you should be both happy and wary if you are temperamentally optimistic.
All systems experience entropy over time. Due to entropy, doing nothing is worse than standing still; it’s actually going backward.
…wasted days [in endless departmental meetings with little discernable accomplishment]… are depressing for most workers at all levels.
Research clearly shows that customers buy more, buy more frequently, refer more, and stay longer with companies and people they trust.









