You never know how diverse your career can be. I think it's wonderful. My life has always been the next page, not the last page.

Managers often hold on to resisters because of a specific skill set or because they've been around for a long time. Don't.

If you managed a baseball team, would you listen more closely to the team accountant or the director of player personnel?

If I had to run a company on three measures, those measures would be customer satisfaction, employee satisfaction and cash flow.

Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.

Nothing is worse than the person in their 40s who says, 'I'm not going to learn this.' 'I don't carry an iPad.' That will label you and put you right in the corner. Some people do it as a badge of honor. I've seen them myself, they walk around bragging [about not knowing much about technology].

Strategy is not a lengthy action plan. It is the evolution of a central idea through continually changing circumstances.