Near the end of 2012, a group of us at Ziba got together to review what we’d learned over the course of the year.1. The mind is a competitive environment. 2. Customer-facing employees are your brain and your backbone.3. Analog will never go away.4. Worth is determined by philosophy, not price.5. Narrative is a delivery vehicle to make information stick.6. Repair and repurpose are the new killer apps. 7.Technology moves too fast to care about.8. Flawless function is tomorrow’s great user experience.9. Brand loyalty is how we escape decision fatigue. 10. Human interaction has never been more precious 11. Gen Y is creating its own service economy 12. Everyone is a specialist.