Last week I was asked to help the NHS get video-consultations up and running in every GP practice in the country, in one week.

If you think of a candle- it's bright, but the light goes out in all directions, like a sphere. If you think of a laser beam- the light is concentrated in one direction, and it can be much more powerful than a candle. Goals focus our energy in the same way.

Failure is an important tool with which one can reassess and reconstruct an idea or process, it is an essential element of the feedback loop. Failure should be used to step back and question your method and weaknesses. To recognize failure early can ultimately make one much stronger down the road.

Sometimes, a game just works; it becomes a little engine that generates mystery and interest, prompting questions like 'What happens if I do this?' This is the hallmark of a living game.

We formalized making sure that the company culture and the employee happiness was priority number one, and everything else — including profits, revenue growth, and so on — was a byproduct of getting the culture right. Because our whole belief was that if we get the culture right, then most of the other stuff, including building our brand to be about the very best customer service, will happen naturally on its own.