The problem with delighting your customers
How innovators drag us into the future

Why we have to be open to good ideas wherever they come from

In the midst of the Egyptian revolution, I realized that many of us in the West—and I include myself squarely in this—act under the assumption that progress in digital democracy would come here first, because our technology and our democracies are more advanced. Then it became clear to me that such advances would come instead where they are most needed: in the Middle East.


I confess to a deep-seated resentment of Facebook, but I appreciate how it helped Wael Ghonim. Questioning our assumptions and identifying our prejudices are both hard tasks, but sometimes circumstances do the work for us. It's our job to be gracious. Thank you, Facebook for serving Wael Ghonim.