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.

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.

We woke up one day, and all the sudden Starbucks was in the middle of this political crossfire between the people who want to bring a gun into Starbucks and the people who want to prevent it. It is a very difficult, fragile situation.

Starbucks represents something beyond a cup of coffee.

Starbucks has stores in America in many, many communities that are governed by many, many different municipalities. Starbucks cannot dictate to a municipality in Cincinnati or Kansas City or Sacramento how or why or when there should be a recycling program.

It's one thing to dream, but when the moment is right, you've got to be willing to leave what's familiar and go out to find your own sound.

More than anything else, technology will pave the way for innovative change at Starbucks. The bulk of Starbucks' innovation over the next several years will be technology-focused.