Beverages have to be created. And they're created by looking at what trend is in, say, the fashion industry - what color's hot right now.

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.

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.

There's this myth that has been exacerbated by others that Starbucks means a $4 cup of coffee, which is not true.

I can't imagine a day without coffee. I can't imagine!

In times of adversity and change, we really discover who we are and what we're made of.

In this ever-changing society, the most powerful and enduring brands are built from the heart. They are real and sustainable. Their foundations are stronger because they are built with the strength of the human spirit, not an ad campaign. The companies that are lasting are those that are authentic.