To be a great leader, you must be a great listener

To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.

Good brands reflect the histories of the time and the group of people that made them. They can not be copied. They can not be recycled.

Most "necessary evils" are far more evil than necessary.

Focus on your business strengths and keep its weaknesses away from the competition or public.

It is only by being bold that you get anywhere. If you are a risk-taker, then the art is to protect the downside.

We all are now very aware of what a connected world we live in - connected to each other and to the earth that gives us everything we have. We need all countries and companies to step up and play their part - setting strong goals, having clear plans, and openly demonstrating progress.