本安排在4月22日跟進的觸點，最後因事務煩忙而無法履行自己對自己的承諾。這，大概就是人生：絕大部分的時間也事與願違。我所聯絡過的報章，沒有一份給我回覆。失望嘛？哪會兒？從來沒有過希望，失望只會是奢侈品。又或者，失望已成爲生活的一部分。就算真的還能有感覺，都不知不覺變得麻木了。
六天後的4月28日，我終于找到一點時間，做一點正事。
昨天，過去了，不再煩；今天，正在過，不必煩；明天，還沒到，煩不著。甭管結果如何，有做總比沒做好。於是，我寫了這封信，作爲O2。
第三次觸點，暫定在5月8日。而選擇這個日子，並沒有特別原因。
親愛的編輯先生
大概在一星期前，我曾聯絡貴報尋找合作機會，但至今仍未獲回覆。現附上簡介，希望貴報認真考慮。
背景
蔡伯偉自1995年起在跨國機構及中小企業擁有多方面的經驗。擅長領域包括客戶體驗管理、組織管理發展、營銷銷售管理及業務流程優化等。除此以外，他亦是觸點體驗管理的創始人。其觸點體驗管理之理念更獲得到哈佛及西北商學院教授們的肯定。
經驗
由當上太古集團的見習管理生開始，蔡伯偉已於不同部門擔當不同的角色。其後，他分別在顧問服務業、電訊業、廣告業及物流業内負責管理、營銷、銷售、人力資源和培訓之工作。他擁有豐富的培訓經驗，包括人事管理、領導發展、銷售管理、客户服務及溝通技巧等。而且，他更曾在北京、上海、廣州、南京及鄭州等城市內長駐並發揮所長。
客户
蔡伯偉致力協助不同類型的客户著眼每一細處，度身設計合適及針對性的改善方案。曾與他合作的重要客户包括香港證監會、荷蘭銀行、中國銀行、貝沙灣、佳能、國泰航空、California Fitness、太古可口可樂、大昌行、惠普、安泰人壽、英格蜜兒、英特爾、香港樂施會、電訊盈科、香港市務學會、香港人力資源學會及香港科技大學等。
學歷
蔡伯偉分別於香港中文大學及加拿大西安大略大學畢業，擁有市場學碩士及經濟學榮譽學士學位。他是美國加州CustomerThink的顧問團成員（2007-2008），也是英國特許市務學會會員、香港市務學會會員、香港人力資源學會之資歷評審組的成員及香港科技大學導生計劃的指導員。此外，他亦被邀為香港教育局資歷架構內[能力標準小組委員會]的成員。
蔡伯偉
敬上
2009年4月28日
28 April 2009
18 April 2009
Forrester on Customer Experience
Forrester: Are you a leader in customer experience? Nominate your company for Forrester's Voice Of The Customer Award http://snipurl.com/g1a7i #FCXP09
Experience: Customer experience? Who's the customer? What's the definition of experience? Is this customer experience movement a similar experience of customer relationship management?
Forrester: Customer experience? What's the definition of experience? There is no standard, agreed upon definition of customer experience. There are some decent ones out there vying for acceptance, though. Here is one from Bruce Temkin's blog that we like: "The perception that customers have of their interaction with an organization." Or you could go with Wikipedia: "Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship." Those two are pretty compatible, although I prefer Bruce’s version.
Who's the customer? Depends on the organization. For Wal-Mart it’s mostly consumers. For Oracle it’s mostly people at businesses. For the I.R.S. it’s mostly taxpayers. For NGOs it’s mostly donors. That’s a slight over simplification but I’m sure you get the idea: Customers are the humans your organization serves.
Is this customer experience movement a similar experience of customer relationship management? Customer experience and CRM are related but not the same. If you want to learn more about customer experience – and you’re not a Forrester client – you might want to go to Bruce Tenkin’s blog: http://experiencematters.wordpress.com/ If you are a Forrester client just go to the site, click Change My Role (a hyperlink near the top of the page) and select Customer Experience Professional.
Experience: Thank you for writing back... at least someone from Forrester is listening. That's an important first step.
I find it difficult to accept your definition of expereince. Bruce Temkin is a consultant of Forrester, so I won't take his definition. And wiki... I rather check the defintion from dictionaries.
For the defintion of customer, there are basically 2 types: internal and external. For internal, there are at least 3 layers: subordinate, staff, superior. Or we can refer to the Leadership Pipleline model developed by Drotter, where there are at least 5 layers. For external, you could go from B2B, B2C, B2B2C, B2G, NGO, SE... or simply follow the SIPOC model where you consider not only the demand side but also supply.
What's the defintion of relationship? What's the relationship between relationship and touchpoint? How does experience relate to touchpoint/relationship?
Try not to sell your stuff to the market. Instead, try to understand how the market thinks.
Experience: Customer experience? Who's the customer? What's the definition of experience? Is this customer experience movement a similar experience of customer relationship management?
Forrester: Customer experience? What's the definition of experience? There is no standard, agreed upon definition of customer experience. There are some decent ones out there vying for acceptance, though. Here is one from Bruce Temkin's blog that we like: "The perception that customers have of their interaction with an organization." Or you could go with Wikipedia: "Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship." Those two are pretty compatible, although I prefer Bruce’s version.
Who's the customer? Depends on the organization. For Wal-Mart it’s mostly consumers. For Oracle it’s mostly people at businesses. For the I.R.S. it’s mostly taxpayers. For NGOs it’s mostly donors. That’s a slight over simplification but I’m sure you get the idea: Customers are the humans your organization serves.
Is this customer experience movement a similar experience of customer relationship management? Customer experience and CRM are related but not the same. If you want to learn more about customer experience – and you’re not a Forrester client – you might want to go to Bruce Tenkin’s blog: http://experiencematters.wordpress.com/ If you are a Forrester client just go to the site, click Change My Role (a hyperlink near the top of the page) and select Customer Experience Professional.
Experience: Thank you for writing back... at least someone from Forrester is listening. That's an important first step.
I find it difficult to accept your definition of expereince. Bruce Temkin is a consultant of Forrester, so I won't take his definition. And wiki... I rather check the defintion from dictionaries.
For the defintion of customer, there are basically 2 types: internal and external. For internal, there are at least 3 layers: subordinate, staff, superior. Or we can refer to the Leadership Pipleline model developed by Drotter, where there are at least 5 layers. For external, you could go from B2B, B2C, B2B2C, B2G, NGO, SE... or simply follow the SIPOC model where you consider not only the demand side but also supply.
What's the defintion of relationship? What's the relationship between relationship and touchpoint? How does experience relate to touchpoint/relationship?
Try not to sell your stuff to the market. Instead, try to understand how the market thinks.
17 April 2009
創意！？
在二零零九年四月十七日，一位名凌羽一（原名許奕暉）的人，在信報發表了一篇跟創意有關的文章。讀畢，只覺一派胡言！這，就是觸點體驗管理中所說的負面信息體驗。而負面信息體驗，通常都源于人。凌羽一是最好例子。
更有趣的是，當我在他的Facebook留言後，他竟接受不了直接的反饋，把我從他的朋友名單中刪除掉。難道這就是所謂“企業培訓家、企業顧問、大學講師、「補習天皇」、中學教師、營銷總監、節目主持、專欄作家、財經記者、推銷員等”應有的風範嗎！？上善若水，此人差之遠矣。
其文如下。
原文：大學的課堂上，學生問我：「老師，能否為『創意』下個定義？」我說：「『創意』不是一門有理可依的精密科學，它是一門不能明狀的唯美哲學。『創意』就是『創意』。老子云：『道可道，非常道；名可名，非常名。』如果真的要強行為『創意』下個定義，那麼這樣的『創意』，便不是『真正的創意』了。」
體驗：不是有理可依，但卻又精密唯美。。。這是啥玩意兒？自打嘴吧、相互矛盾，不知所謂！最可悲的是，凌羽一把簡單事情複雜化，以爲搬了老子出來，擺出一副高深莫測的模樣就能瞞天過海，只可惜天外有天，人外有人。這樣一來，反而讓我明白到創意從來就不是高深理論，而是實際行動。
原文：學生聽後似懂非懂，我在白板徐徐寫上「創意」二字，然後道：「『創』字由兩部分組成，左為『倉』，右為『刀』，意思是要成就『創意』，我們必須先在腦袋的『倉』大量積存不同概念，然後用思考的利『刀』把它們一一分解，再重新組合。『意』字由『立』、『日』、『心』三個部分組成，意味佇『立』『日』光之下的東西，其實絕無新事，只要用『心』便能細味到平凡中的真奇。」
體驗：難道這樣就不是給創意強行下個定義？
原文：念大學時，有幸遇上兩位恩師：著名編劇家劉天賜教授和著名作家陶傑（曹捷教授）。他們對「創意」的見解，令我留下非常深刻的印象。劉教授認為，「創意」其實就是在前人的「好橋」之上看出特定「式樣」（pattern），予以歸納，重新整合，再行包裝，根本沒有什麼所謂的「新穎不新穎」。曹教授則以為，「創意」就好像一雙「天眼」，教我們看到別人看不到的東西，成就源源不絕的創作靈感。而要練成這雙奇妙的「天眼」，我們必須要多見識，勤歷練，方能觸類旁通、舉一反三，最後達至創意泉湧的化境。
體驗：陶傑這人心術不正，就連菲律賓也選擇避之則吉。凌羽一既出自其門下，也就難成大器！倘若能青出於藍，就成大小不良為害人間！而且，劉天賜和陶傑也算不上是創意的佼佼者。如果想多了解什麽是創意，還不如讀一下愛德華。德。博諾（Edward de Bono）和李天命的書。
原文：思考大師東尼．布贊（Tony Buzan）及雷門．金（Raymond Keene）在他們的著作《天才之書》（Buzan's Book of Genius: And How to Unleash Your Own）中，以科學的方法評選人類史上的頂尖天才，並依名次排列。結果，博學家達文西（Leonardo da Vinci）力壓群雄，位居榜首。達文西同時是出色的藝術家、天文學家、物理學家、數學家、發明家、解剖學家、工程師和建築師。他憑着無窮的「創意」在不同領域取得空前的成就。多位學者曾經研究達文西的筆記簿，發現他思考時，總喜歡先分類列出不同的單項，然後天馬行空把這些單項自由混合和搭配，萌發出千千萬萬的新猶。
體驗：達文西可能沒想到，幾百年後竟有人把他的非凡成就與創意拉上關係？創意是其中一原因，但更重要的可能是好奇心。
原文：「日光底下無新事，脫袍換錦見新天」──只要細心觀察和分析，我們不難發現一些廣受讚揚的「創新點子」，其實也是由兩個、三個、甚至更多個的「舊概念」整合而成。港鐵在東鐵、西鐵和馬鞍山線列車播放的「新聞直線」，也不是把九巴的「路訊通」搬到列車上，而是與有線電視洽談，請他們為頻道提供節目內容。這樣一來，不但為有線電視帶來一個更廣闊的宣傳平台，也為乘客提供免費的新聞及娛樂資訊，更為港鐵帶來可觀的廣告收益，成就「多贏」。太興燒味餐廳集團的「原味冰鎮奶茶」，不就是把港式奶茶和傳統「冰鎮酸梅湯」的概念結合而成，吸引行家爭相仿效，掀起了香港奶茶文化的一股新熱潮。必勝客早前的「三國風情批」，也是啟發於經濟學的「邊際收益遞減律」（Law of Diminishing Marginal Returns），把鴛鴦炒飯以及健達（Kinder）出奇蛋「一次過滿足晒三個願望」的概念，融注在「港式比薩餅」中，為客戶帶來更多的附加價值。
體驗：這一段真的是誤人子弟。如果創意有邊際收益遞減律，那根本就不是創意！很明顯，凌羽一根本就不了解經濟學！在一知半解的情況下，就公開的語無倫次，實在是人神之所共忌，天地之所不容。
原文：「創意」這一門玄妙的學問，要用心去學，但卻不需要刻意去學。若只是為了跳出傳統的框框，而盲目去追尋新的點子，我們的思想只會掉落到另一個框框裏去。大多數的創意課程一般只把重點放在「思考工具」的研習，卻忽視了「創意本源」的內蘊。劉勰在《文心雕龍．神思》中說：「積學以儲寶，酌理以富才。」要真正透達練成「創意」的精蘊，我們必須要由最根本做起──用心去觀察、積累、思考和細味生活中的一點一滴。這樣才能練成那雙奇妙的「創意天眼」，洞悉一道又一道「意料之外，情理之內」的智慧靈光！
體驗：怎地又來了一個天眼？這，可能就是凌羽一的所謂創意—垃圾創意！
更有趣的是，當我在他的Facebook留言後，他竟接受不了直接的反饋，把我從他的朋友名單中刪除掉。難道這就是所謂“企業培訓家、企業顧問、大學講師、「補習天皇」、中學教師、營銷總監、節目主持、專欄作家、財經記者、推銷員等”應有的風範嗎！？上善若水，此人差之遠矣。
其文如下。
原文：大學的課堂上，學生問我：「老師，能否為『創意』下個定義？」我說：「『創意』不是一門有理可依的精密科學，它是一門不能明狀的唯美哲學。『創意』就是『創意』。老子云：『道可道，非常道；名可名，非常名。』如果真的要強行為『創意』下個定義，那麼這樣的『創意』，便不是『真正的創意』了。」
體驗：不是有理可依，但卻又精密唯美。。。這是啥玩意兒？自打嘴吧、相互矛盾，不知所謂！最可悲的是，凌羽一把簡單事情複雜化，以爲搬了老子出來，擺出一副高深莫測的模樣就能瞞天過海，只可惜天外有天，人外有人。這樣一來，反而讓我明白到創意從來就不是高深理論，而是實際行動。
原文：學生聽後似懂非懂，我在白板徐徐寫上「創意」二字，然後道：「『創』字由兩部分組成，左為『倉』，右為『刀』，意思是要成就『創意』，我們必須先在腦袋的『倉』大量積存不同概念，然後用思考的利『刀』把它們一一分解，再重新組合。『意』字由『立』、『日』、『心』三個部分組成，意味佇『立』『日』光之下的東西，其實絕無新事，只要用『心』便能細味到平凡中的真奇。」
體驗：難道這樣就不是給創意強行下個定義？
原文：念大學時，有幸遇上兩位恩師：著名編劇家劉天賜教授和著名作家陶傑（曹捷教授）。他們對「創意」的見解，令我留下非常深刻的印象。劉教授認為，「創意」其實就是在前人的「好橋」之上看出特定「式樣」（pattern），予以歸納，重新整合，再行包裝，根本沒有什麼所謂的「新穎不新穎」。曹教授則以為，「創意」就好像一雙「天眼」，教我們看到別人看不到的東西，成就源源不絕的創作靈感。而要練成這雙奇妙的「天眼」，我們必須要多見識，勤歷練，方能觸類旁通、舉一反三，最後達至創意泉湧的化境。
體驗：陶傑這人心術不正，就連菲律賓也選擇避之則吉。凌羽一既出自其門下，也就難成大器！倘若能青出於藍，就成大小不良為害人間！而且，劉天賜和陶傑也算不上是創意的佼佼者。如果想多了解什麽是創意，還不如讀一下愛德華。德。博諾（Edward de Bono）和李天命的書。
原文：思考大師東尼．布贊（Tony Buzan）及雷門．金（Raymond Keene）在他們的著作《天才之書》（Buzan's Book of Genius: And How to Unleash Your Own）中，以科學的方法評選人類史上的頂尖天才，並依名次排列。結果，博學家達文西（Leonardo da Vinci）力壓群雄，位居榜首。達文西同時是出色的藝術家、天文學家、物理學家、數學家、發明家、解剖學家、工程師和建築師。他憑着無窮的「創意」在不同領域取得空前的成就。多位學者曾經研究達文西的筆記簿，發現他思考時，總喜歡先分類列出不同的單項，然後天馬行空把這些單項自由混合和搭配，萌發出千千萬萬的新猶。
體驗：達文西可能沒想到，幾百年後竟有人把他的非凡成就與創意拉上關係？創意是其中一原因，但更重要的可能是好奇心。
原文：「日光底下無新事，脫袍換錦見新天」──只要細心觀察和分析，我們不難發現一些廣受讚揚的「創新點子」，其實也是由兩個、三個、甚至更多個的「舊概念」整合而成。港鐵在東鐵、西鐵和馬鞍山線列車播放的「新聞直線」，也不是把九巴的「路訊通」搬到列車上，而是與有線電視洽談，請他們為頻道提供節目內容。這樣一來，不但為有線電視帶來一個更廣闊的宣傳平台，也為乘客提供免費的新聞及娛樂資訊，更為港鐵帶來可觀的廣告收益，成就「多贏」。太興燒味餐廳集團的「原味冰鎮奶茶」，不就是把港式奶茶和傳統「冰鎮酸梅湯」的概念結合而成，吸引行家爭相仿效，掀起了香港奶茶文化的一股新熱潮。必勝客早前的「三國風情批」，也是啟發於經濟學的「邊際收益遞減律」（Law of Diminishing Marginal Returns），把鴛鴦炒飯以及健達（Kinder）出奇蛋「一次過滿足晒三個願望」的概念，融注在「港式比薩餅」中，為客戶帶來更多的附加價值。
體驗：這一段真的是誤人子弟。如果創意有邊際收益遞減律，那根本就不是創意！很明顯，凌羽一根本就不了解經濟學！在一知半解的情況下，就公開的語無倫次，實在是人神之所共忌，天地之所不容。
原文：「創意」這一門玄妙的學問，要用心去學，但卻不需要刻意去學。若只是為了跳出傳統的框框，而盲目去追尋新的點子，我們的思想只會掉落到另一個框框裏去。大多數的創意課程一般只把重點放在「思考工具」的研習，卻忽視了「創意本源」的內蘊。劉勰在《文心雕龍．神思》中說：「積學以儲寶，酌理以富才。」要真正透達練成「創意」的精蘊，我們必須要由最根本做起──用心去觀察、積累、思考和細味生活中的一點一滴。這樣才能練成那雙奇妙的「創意天眼」，洞悉一道又一道「意料之外，情理之內」的智慧靈光！
體驗：怎地又來了一個天眼？這，可能就是凌羽一的所謂創意—垃圾創意！
14 April 2009
Project on Writer Opportunity (O1)
It's been my dream for many years writing for a publication, but when you are nobody who's willing to talk to you? As a result, that chance never came. I ain't that kind of person who gives up easily so I made some contacts again the past few days.
The newspapers that I tried to connect with include: am730, Metro, HKHeadLine, and HKET. I'll keep track of this project progress, and see if it will ever produce any deliverable by when.
The first touchpoint date (O1) is 13 April 2009, and the next touchpoint date (O2) will be 22 April 2009. Below is the "sales" letter I sent via email and fax.
親愛的編輯先生
尋找合作機會
早在兩、三年前，我曾經聯繫過貴報希望有機會將我在體驗管理的心得與讀者分享。但一直以來，這個希望從來就只會帶給我失望。說實在的，我清楚明白這個行業的遊戲規則。我並沒有任何背景，在傳媒界中更沒有任何脈絡，但在過去這麽多年我一直沒有放棄過。如果我就這樣放棄，我不知道還會有什麽人會像我固執地不斷堅持？
香港是一個不尊重學術的社會。但沒有理論的支持，哪來執行上的方向？常言道，理論主導實踐，實踐優化理論。光靠光說，這是不行的。國内同胞對書本知識的追求，是我們這群孤芳自賞的香港人要傚法的。如果我們仍然以爲自己不需靠實用的知識就能自我增值，我恐怕不久將來我們這班井底之蛙就再沒有任何價值可言。
體驗管理，牽涉的範圍很廣，從修身、齊家、甚至乎治國、平天下也用得上。我相信這些分享能讓讀者從一個新角度，了解如何透過體驗來達到平常心。
雖然我知道這封信很有可能會再次石沉大海，但我仍天真地認爲，還有辦報人有興趣做一些有意義的文章。而我相信，以編輯先生的辦報理念，也會同意這是傳媒一個不能忽略的社會責任。兩年後的今天，我有著同一個希望。若編輯先生對這個題材感興趣，我希望有機會通過貴報與讀者建立一個互動平台。
蔡伯偉
敬上
2009年4月13日
The newspapers that I tried to connect with include: am730, Metro, HKHeadLine, and HKET. I'll keep track of this project progress, and see if it will ever produce any deliverable by when.
The first touchpoint date (O1) is 13 April 2009, and the next touchpoint date (O2) will be 22 April 2009. Below is the "sales" letter I sent via email and fax.
親愛的編輯先生
尋找合作機會
早在兩、三年前，我曾經聯繫過貴報希望有機會將我在體驗管理的心得與讀者分享。但一直以來，這個希望從來就只會帶給我失望。說實在的，我清楚明白這個行業的遊戲規則。我並沒有任何背景，在傳媒界中更沒有任何脈絡，但在過去這麽多年我一直沒有放棄過。如果我就這樣放棄，我不知道還會有什麽人會像我固執地不斷堅持？
香港是一個不尊重學術的社會。但沒有理論的支持，哪來執行上的方向？常言道，理論主導實踐，實踐優化理論。光靠光說，這是不行的。國内同胞對書本知識的追求，是我們這群孤芳自賞的香港人要傚法的。如果我們仍然以爲自己不需靠實用的知識就能自我增值，我恐怕不久將來我們這班井底之蛙就再沒有任何價值可言。
體驗管理，牽涉的範圍很廣，從修身、齊家、甚至乎治國、平天下也用得上。我相信這些分享能讓讀者從一個新角度，了解如何透過體驗來達到平常心。
雖然我知道這封信很有可能會再次石沉大海，但我仍天真地認爲，還有辦報人有興趣做一些有意義的文章。而我相信，以編輯先生的辦報理念，也會同意這是傳媒一個不能忽略的社會責任。兩年後的今天，我有著同一個希望。若編輯先生對這個題材感興趣，我希望有機會通過貴報與讀者建立一個互動平台。
蔡伯偉
敬上
2009年4月13日
06 April 2009
Little Things Defined?
What are little things? Why little things? How to do little things right?
As always, there is no standard answer to this seemingly simple question. In such a case, let's consult conventional wisdom.
"What we call little things are merely the causes of great things; they are the beginning, the embryo, and it is the point of departure which, generally speaking, decides the whole future of an existence. One single black speck may be the beginning of a gangrene, of a storm, of a revolution." Henri Frederic Amiel
"Show me a man who cannot bother to do little things and I'll show you a man who cannot be trusted to do big things." Lawrence D Bell
"Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones tend to take care of themselves." Dale Carnegie
"It has long been an axiom of mine that the little things are infinitely the most important." Sir Arthur Conan Doyle
"Its the little things that matter, that add up in the end, with the priceless thrilling magic found only in a friend." Elizabeth Dunphy
"A small leak can sink a great ship." Benjamin Franklin
"For the person for whom small things do not exist, the great is not great." Jose Ortega Y Gasset
"There is nothing, Sir, too little for so little a creature as man. It is by studying little things that we attain the great art of having as little misery and as much happiness as possible." Samuel Johnson
"All difficult things have their origin in that which is easy, and great things in that which is small." Lao Zi
"The human tendency to regard little things as important has produced very many great things." Georg C Lichtenberg
"Inches make champions." Vince Lombardi
"Never neglect the little things. Never skimp on that extra effort, that additional few minutes, that soft word of praise or thanks, that delivery of the very best that you can do. It does not matter what others think, it is of prime importance, however, what you think about you. You can never do your best, which should always be your trademark, if you are cutting corners and shirking responsibilities. You are special. Act it. Never neglect the little things." Og Mandino
"It's the little things that make the big things possible. Only close attention to the fine details of any operation makes the operation first class." J Willard Marriott
"We can not do great things. We can only do little things with great love." Mother Teresa
"It's the little details that are vital. Little things make big things happen." John Wooden
"It isn't the big pleasures that count the most; it's making a great deal out of the little ones." Jean Webster
"Little things seem nothing, but they give peace, like those meadow flowers which individually seem odorless but all together perfume the air." Georges Bernanos
As always, there is no standard answer to this seemingly simple question. In such a case, let's consult conventional wisdom.
"What we call little things are merely the causes of great things; they are the beginning, the embryo, and it is the point of departure which, generally speaking, decides the whole future of an existence. One single black speck may be the beginning of a gangrene, of a storm, of a revolution." Henri Frederic Amiel
"Show me a man who cannot bother to do little things and I'll show you a man who cannot be trusted to do big things." Lawrence D Bell
"Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones tend to take care of themselves." Dale Carnegie
"It has long been an axiom of mine that the little things are infinitely the most important." Sir Arthur Conan Doyle
"Its the little things that matter, that add up in the end, with the priceless thrilling magic found only in a friend." Elizabeth Dunphy
"A small leak can sink a great ship." Benjamin Franklin
"For the person for whom small things do not exist, the great is not great." Jose Ortega Y Gasset
"There is nothing, Sir, too little for so little a creature as man. It is by studying little things that we attain the great art of having as little misery and as much happiness as possible." Samuel Johnson
"All difficult things have their origin in that which is easy, and great things in that which is small." Lao Zi
"The human tendency to regard little things as important has produced very many great things." Georg C Lichtenberg
"Inches make champions." Vince Lombardi
"Never neglect the little things. Never skimp on that extra effort, that additional few minutes, that soft word of praise or thanks, that delivery of the very best that you can do. It does not matter what others think, it is of prime importance, however, what you think about you. You can never do your best, which should always be your trademark, if you are cutting corners and shirking responsibilities. You are special. Act it. Never neglect the little things." Og Mandino
"It's the little things that make the big things possible. Only close attention to the fine details of any operation makes the operation first class." J Willard Marriott
"We can not do great things. We can only do little things with great love." Mother Teresa
"It's the little details that are vital. Little things make big things happen." John Wooden
"It isn't the big pleasures that count the most; it's making a great deal out of the little ones." Jean Webster
"Little things seem nothing, but they give peace, like those meadow flowers which individually seem odorless but all together perfume the air." Georges Bernanos
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