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

The rules of engagement around building a brand have changed significantly over the past 10 to 15 years. Where companies at one time could spread their message through traditional marketing, consumers now seek an enduring emotional connection with the companies they patronize. The foundation of that connection is the most important characteristic of building a world-class brand: trust. Trust with your people and trust with your customers.

The premium single-cup segment is the fastest-growing business within the global coffee industry.

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

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 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.

When you start a company, it's a singular focus. You have the wind at your back.