Be reactionary. React to what the market wants. And the market wants one-on-one real time engagement. Now that we have the tools to engage, I'm going to continue fighting for the end user.

What's the ROI of your Mom?

We're not really good at knowing what we want, and we are quick to say 'this sucks'. That's where the opportunity lies.

Ignoring platforms that have gained critical mass is a great way to look slow and out-of-touch. Do not cling to nostalgia. Do not put your principles above the reality of the market. Do not be a snob.

Unless you are building a new company from the ground up and can install caring as your businesses' cornerstone, you have to be willing to embark on a completely cultural overhaul so that, like a local mom and pop shop, every employee is comfortable engaging in customer service, and does it authentically.

I am aware of the talent I was gifted and had to execute against it. It is just being very self aware and betting on your best strength.

Bordeaux would be naive not to recognize that Robert Parker was driving the brand equity. If the next generation doesn't care about Chateau Pichon-Lalande, then you have a problem.