It's ironic that retailers and restaurants live or die on customer service, yet their employees have some of the lowest pay and worst benefits of any industry. That's one reason so many retail experiences are mediocre for the public.

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

China traditionally has been a tea-drinking country but we turned them into coffee drinkers.

Customers have different need states and life experiences.

I never took classic business classes in college, so I don't have the background that any of the people running large companies have.

The issue of managing through a crisis is you have to be decisive even if you don't have perfect information.

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.