Usually my 'a-ha' moments are when I'm not trying to think of how to solve a particular problem.

Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.

Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.

The brand is just a lagging indicator of a company's culture.

Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.

Customer service shouldn't just be A department, it should be the entire company.

There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.