What I thought I developed all of those years ago was a pattern to understand communication.

Starbucks was founded around the experience and the environment of their stores. Starbucks was about a space with comfortable chairs, lots of power outlets, tables and desks at which we could work and the option to spend as much time in their stores as we wanted without any pressure to buy. The coffee was incidental.

Pilots have their names painted just beneath the canopy of their aircraft. This gives the pilot a sense of ownership for his or her jet. What's more, like cars, each aircraft has its own personality, so it's important for a pilot to get to know and love his aircraft.

To succeed takes more than the desire to win. It also takes the acceptance that we could fail.

What I'm doing is obeying the law of diffusion of innovations.

Our goals should serve as markers, measurements of the progress we make in pursuit of something greater than ourselves.

When you compete against everyone else, no one wants to help you. But when you compete against yourself, everyone wants to help you.