I conduct my life with an expectation that people will do the right thing. Yet even with all my experience, I am still surprised when they do not.

Overnight the digital age had changed the course of history for our company. Everything that we thought was in our control no longer was. But within a year we had invested in social media and digital experts. Now Starbucks is the number one brand on Facebook.

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

You cant build any kind of organization if youre not going to surround yourself with people who have experience and skill base beyond your own.

The evolving social and digital media platforms and highly innovative and relevant payment capabilities are causing seismic changes in consumer behavior and creating equally disruptive opportunities for business.

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.

Our history is based on extending the brand to categories within the guardrails of Starbucks.