What do you really believe makes a difference in the company? For me it's really clear. It's about customers and employees. Everything else follows. If you take care of your customers and you have motivated employees, everything else follows.

My dad was an editor and a writer, and that's actually what I aspired to be.

When you have that window of opportunity called a crisis, move as quickly as you can, get as much done as you can. There's a momentum for change that's very compelling.

An important mark of a good leader [is] to know you don’t know it all and never will.

The day I was announced as CEO, I think the stock dropped another 20%.

There's nothing quite as powerful as people feeling they can have impact and make a difference. When you've got that going for you, I think it's a very powerful way to implement change.

Even under the most difficult circumstances you can have creative flexibility.