Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.

Making those around you feel invisible is the opposite of leadership.

If I have to spend a lot of time on planes, I try to think of this as time off. In certain ways, it's more restful than home: no Internet, no phones, no interruptions.

Most executives I know are so action-oriented, or action-addicted, that time for reflection is the first casualty of their success.

The biggest catastrophes that we've witnessed rarely come from information that is secret or hidden. It comes from information that is freely available and out there, but that we are willfully blind to.

Very few entrepreneurs start their business on the back of market research. Instead, they have tremendous zeitgeist, honed by paying attention to where they are.