良好的服务流程有利于你为客户服务，但如果你不加警觉，流程本身就会变成问题，这在大企业中尤为普遍： 工作流程没有为结果服务，只是走走过场。 这就让人倒吸一口凉气了！
2016年：贝索斯致股东信《每天都要像创业的第一天那样》
The only way to achieve the impossible is to believe it is possible.
For me they normally happen, these career crises, often, actually, on a Sunday evening, just as the sun is starting to set, and the gap between my hopes for myself and the reality of my life starts to diverge so painfully that I normally end up weeping into a pillow.
The best way to predict the future is to invent it.