Anytime you're tempted to upsell someone else, stop what you're doing and upserve instead.

When the reward is the activity itself--deepening learning, delighting customers, doing one's best--there are no shortcuts.

You know, I'm not a huge fan of the concept of 'passion' when it comes to careers. Instead of trying to answer the daunting question of 'What's your passion?' it's better simply to watch what you do when you've got time of your own and nobody's looking.

In large organizations there are discrete functions. I do this; you do that. I swim in my lane; you swim in your lane. That can be very effective for certain processes and in certain stable conditions. But it doesn't work in unstable conditions.

If you create something, whether it's a painting or a company, I think if you care about it, you have some obligation to go out and tell people about it.

It seems the best approach for any venture is a combo platter - Japan's quality-consciousness paired with America's willingness to experiment and (sometimes) fail.

Empathy is about standing in someone else's shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.