There are a lot of modest members out there. My acknowledgment to one of the best goes to Doug Golden and his Goldeninsights blog. He references below a great explanation and presentation on stuff that is broken aka Moments of Truth (the miserable variety). Go have a look see after you have read Goldeninsights introduction to a Seth Godin video.

And thanks to Doug for your contribution to BPM and the work that goes into the blog.
… anyone else got a good reference for the rest of us? Comment if you have and there may be a Christmas present to the best one ;-)