The dumbest mistake is viewing design as something you do at the end of the process to 'tidy up' the mess, as opposed to understanding it's a 'day one' issue and part of everything.

If the other guy is getting better, then you'd better be getting better faster than the other guy is getting better... or you're getting worse.

If you're a leader, your whole reason for living is to help human beings develop - to really develop people and make work a place that's energetic and exciting and a growth opportunity, whether you're running a Housekeeping Department or Google. I mean, this is not rocket science.

I believe in the age of the Internet, Facebook and Twitter, that relationships are everything.

Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.

I'm fundamentally not interested in the Fortune 500 companies - in US, Mexico, anywhere. The real backbones of economic growth are small and medium businesses.

The good news - and it is largely good news - is that everyone has a chance to stand out. Everyone has a chance to learn, improve, and build up their skills. Everyone has a chance to be a brand worthy of remark