The [Apple Store/iPhone] television ads are effective because in thirty seconds they paint a picture of a problem and offer a solution.  For example, in one ad for an app called Shazam, a narrator says, "You know when you don't know what song is playing and it's driving you crazy?  With the Shazam app, you just hold up your iPhone to the song, and within seconds you will know who sings it and how to get it."  The taglines are always the same: "That the iPhone.  Solving life's dilemmas one app at a time."  The ads prove that establishing problems and offering solutions need not be time consuming.  Don't spend too much time getting to the punch line.

- Carmine Gallo, The Presentation Secrets of Steve Jobs

Second, find out how frequently your clients use your service.  How much do they buy?  When?  This is particularly vital issue for service providers to understand.  Often there are opportunities to increase client patronage that you are not aware of now.

- Jean Withers and Carol Vipperman, Marketing Your Service

Continuous improvement, or CI in shorthand, is a management approach that gained currency in the 1980s and 1990s.  With a CI culture, nobody in the organization ever thinks, "OK, now that we've achieved this year's cost targets, let's just run things steadily for a bit, no more changes."  A CI culture implies there's always a next idea or a next step, however small.  And it says that if you're not moving a little bit further forward in some way, there's a danger you'll start slipping back - if not in absolute terms, then relative to your competitors.  You have to be paranoid about complacency.  

And with a CI culture, nobody ever thinks, "OK, there's more to do, but I'll wait a few months and assemble a good, long, meaty to-do list, then I'll really go for it, I'll make a sprint for the tape."  A CI culture says do even a little bit today, don't wait for a major event, a big process - if you do, there's a risk it won't happen, it could become too monumental and hard to handle.

- Andrew Wileman, Driving Down Cost

 10 Ways to Reduce Stress at Work from BuzzFeedYellow on YouTube:

1. Take a deep breath
2. Eat a mango
3. Make a music mix
4. Cut into an orange
5. Go for a walk
6. Eat chocolate
7. Stretch
8. Drink tea
9. Look out a window
10. Meditate

Unfairness feels like injustice, and when customers face injustice they are motivated to seek justice.  When customers believe they have been treated unfairly, they are first surprised, then disappointed.  This feeling converts to anger and indignation, emotions that can be held onto for a long time.  Anger wrought from unfairness leads to a desire to punish and is probably the emotional justification for customers who go out of their way to punish an organization.  Trust and fairness are intimately related.  The basis for trust is perceived fairness.  Without trust, a shaky foundation exists for service exchanges.

-Janelle Barlow and Dianna Maul, Emotional Value