We are witnessing a seismic change in consumer behavior. That change is being brought about by technology and the access people have to information.

When I first discovered in the early 1980s the Italian espresso bars in my trip to Italy, the vision was to re-create that for America - a third place that had not existed before. Starbucks re-created that in America in our own image; a place to go other than home or work. We also created an industry that did not exist: specialty coffee.

I can't imagine a day without coffee. I can't imagine!

In the 1960s, if you were a blue collar worker or uneducated, and you had an injury on the job, the company basically dismissed you.

I am concerned about any attrition in customer traffic at Starbucks, but I don't want to use the economy, commodity prices or consumer confidence as an excuse.

We need to put ourselves in the shoes of our customers. That is my new battle cry. Live and breathe Starbucks the way our customers do.

A great business has to have a conscience. You have to know who you are and who you are not.