If a marketer works hard to provide a positive experience when the customer has no choice, the benefit of the doubt that’s earned is worth far more than it costs.
—
Seth Godin, “Marketers with Power”
Also:
I know that I have to go to that meeting or pay that tax or listen to this lecture, but, right here, in this moment when you have power, you are going to to establish the way I feel about your entire organization.
