客户满意度始于理解他们未说出口的需求并超越他们的期望。

当你认为已经完全理解一个角色时，就是你失去他们的那一刻。

I’ve never been afraid of death. It’s the process of dying that worries me.

Between stimulus and response there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom.

韧性不仅仅是度过危机，而是适应并蓬勃发展。

The best products come from a deep understanding of the problem, not just a desire to make something new.