Social and digital media is a bullet train, and that bullet train is not coming home.
The challenge of the retail business is the human condition.
Managing and navigating through a financial crisis is no fun at all.
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.
Do I take criticism of Starbucks personally? Of course I do.
Great companies that build an enduring brand have an emotional relationship with customers that has no barrier. And that emotional relationship is on the most important characteristic, which is trust.