“A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.”

Go to bed early and wake up early. The morning hours are good.

The pain and emotional trauma caused by the racism and violence we are witnessing toward the black community has a long reach.

What’s dangerous is not to evolve.

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.

The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.

Every new thing creates two new questions and two new opportunities.

We change our tools and then our tools change us.

If you don’t understand the details of your business you are going to fail.

The book is not really the container for the book. The book itself is the narrative. It’s the thing that people create.

The Net is pretty cool, but the physical world is the best medium ever.

People who are right most of the time are people who change their minds often.

People don’t want gadgets, they want services.

A company shouldn’t get addicted to being shiny, because shiny doesn’t last.

I try to spend my time on areas that I think are important for the future, and where I think I can add value.

In the end, we are our choices.

I don’t buy stocks, I make stocks.

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

Use every customer point of contact to weave stories about who you are and what your brand stands for.

If you’re making art, you are not separate from your brand.

The brands that can connect with client in a real way will win.

The key in telling stories that people relate to is, not surprisingly, vulnerability and authenticity. That means that letting people know the struggle behind your brand – the failures and mistakes – and how you got through them is really important.

Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.

What’s the best way to build a brand for the long term? In a word: culture.

From the last tears of sorrow emerged the brand new love.