The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, Web, and social networks. Customers are discussing a company's products and brand in real time. Companies need to join the conversation.

I know Donald Trump quite well. We've never shared values, he and I. But I respected his ability to turn it around. So I respect somebody who can turn things around and be successful. I think the president's communication style is the most difficult thing because he actually does care, people who know him know he cares. But his style of communication, his combative approach, the elements of ego that are obviously there in all of us but seem to be more easy to see in the president sometimes than other people, get in the way of his capacity to lead, unfortunately.

All this green stuff is great, it's great we don't have plastic bottles or plastic bags and all of that, but how about some great schools?

You need to have a beginner's mind to create bold innovation.

I believe a balanced life is essential, and I try to make sure that all of our employees know that and live that way. It's crucial to me as a manager that I help ensure that our employees are as successful as our customers and partners.

Some people would argue the other side: that the business of business is business, and companies should only be focused on profits. But in today's world, I don't think corporations can only be focused on profits, because they are inextricably linked with the communities that they serve. I do not believe you can be a leader in your industry without being a leader in your community. It's a fundamental shift in how you think about business.

One person at a time, one company at a time.