One advantage - perhaps a somewhat subtle one - of a customer-driven focus is that it aids a certain type of proactivity. When we're at our best, we don't wait for external pressures. We are internally driven to improve our services, adding benefits and features, before we have to.

A lot of the things that will really improve the world fortunately aren't dependent on Washington doing something different.

I never pick up an item without thinking of how I might improve it.

I can never pick up a thing without wishing to improve it.

There is nothing wrong in change, if it is in the right direction. To improve is to change, so to be perfect is to have changed often.

If you see that some aspect of your society is bad, and you want to improve it, there is only one way to do so: you have to improve people. And in order to improve people, you begin with only ONE thing: you can become better yourself.