Most executives I know are so action-oriented, or action-addicted, that time for reflection is the first casualty of their success.

I don't think a true company - one that builds sustainable value - can ever only exist online or remotely.

If you have never failed at anything, then you haven't been trying hard enough, aren't very imaginative, or have had such extraordinarily good luck that you have come to believe you are invincible.

Most people have their best ideas when they take their minds away from problems they're trying to solve.

We know - intellectually - that confronting an issue is the only way to resolve it. But any resolution will disrupt the status quo. Given the choice between conflict and change on the one hand, and inertia on the other, the ostrich position can seem very attractive.

All businesses and jobs depend on a vast number of people, often unnoticed and unthanked, without which nothing really gets done. They are all human and deserve respect and gratitude.

Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.