Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

I've obviously been born fortunate. I love people. I enjoy every single minute of my life.

Free publicity and word of mouth is probably the best and cheapest form of advertising. Learn to use it to your advantage.

An exceptional company is the one that gets all the little details right.

When people screw up, give them a second chance.

There is no such thing as a boring person: everyone has stories and insights worth sharing. While on the road, we let our phones or laptops take up our attention. By doing that, we might miss out on the chance to learn and absorb ideas and inspiration from an unexpected source: our fellow travelers.

Doing good is good for business.