Social media can work to a CEO's advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace. In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.

Social media can work to a CEO's advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace. In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.

Always look for ways to improve even the "good show."

In the long run, it costs more to provide poor rather than good service.

The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

This is great if you know all those "not to do" strategies. Sometimes you learn the "not to do's" by doing. The key is to fail forward fast. Try, fail, learn, and quickly try again.

My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.