Authenticity, honesty and personal voice underlie much of what's successful on the web (p. 51).

We seem to know, intuitively, when something spoken, written or recorded is sincere and honest—when it comes from another person's heart rather than being a synthesis of corporatespeak filtered by myriad iterations of editing, trimming and targeting (p. 65).

Stories play a large part in the success of organizations. With stories, we teach, pass along knowledge of our craft to colleagues, and create a sense of shared mission (p. 67).

Companies can't stop customers from speaking up, and can't stop employees from talking to customers. Their only choice is to start encouraging employees to talk to customers—and empowering them to act on what they hear (p. 71).