When you're building a business or joining a company you have to be transparent, you can't have two sets of information for two sets of people.

When you're surrounded by people who share a passionate commitment around a common purpose, anything is possible.

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.

People want guidance, not rhetoric. They need to know what the plan of action is, and how it will be implemented. They want to be given responsibility to help solve the problem and authority to act on it.

Success is best when its shared

Success in the United States is not an entitlement in China. You have to go there and earn it, and earn it the right way.

Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can't expect your employees to exceed the expectations of your customers if you don't exceed the employees' expectations of management.