From 600+ conversations with the world’s leading thinkers.
If you have a national or multinational brand, your customers are as diverse as the human population. If you're smart, you realise that you need people in your business who can relate to all those different kinds of people. This is actually one of the smartest supports for diversity and inclusion in the workplace.
We're taking capability from NASA that used to cost billions of dollars, and we're doing it for tens of millions of dollars. We want to learn that critical information necessary to develop those resources.
Pinpoint accuracy isn't as significant as one might think. A reasonably good estimate can still greatly assist in managing these environmental issues far better than not attempting to calculate it at all.
Sometimes it doesn't matter if the other side doesn't care about fairness; provided you do, you explain what's going on. Now it's arbitrary versus arbitrary versus principle versus arbitrary.
The reality is that most consumers aren't excited by incremental changes. To capture consumers' attention and make the market take notice, you need meaningful innovation—something genuinely new.
One of the biggest myths in startup-land is this idea that the pinnacle of startups is building a venture-scale company, backed by venture capital, growing exceptionally fast and being OK with high failure rates as a result; in other words, returning a significant amount of capital to an investor rather than any other outcome.
The job of an entrepreneur or a competitive leader is to create the conditions that make your organisation the better competitive alternative. All your efforts should be directed towards marshalling and channelling resources—human and intellectual capital—towards being the best competitive alternative.
The vision for Zappos was for it to be about the very best customer service and for the Zappos brand to be synonymous with the very best customer service. In order to do that, we had to build a culture where employees genuinely wanted to provide great customer service — where it wasn't a department, but a way of being.
What's beautiful is when you're filling your bank account and your soul account. There are two accounts! Look, I like money, I like fame… I happen to be rich and famous… I don't apologise for those things, nor do I boohoo them or approach my appreciation for them with false modesty.
We have lived through an era where success has been defined only in financial terms- leaving out any consideration of the impact of business on communities or the world. Just because accounting standards don't require you to measure certain things, doesn't mean those things aren't real.
When I was a journalist, you had to always have three sources, or they would not run the story. Now, according to 'sources', not even on-the-record, is good enough. Everyone wants to be first and often that leads to mistakes.
I realized that while others may not always do things precisely as I would, they might accomplish 80% or 90% of it, and that was acceptable. A defining moment came when I relinquished control over the marketing brochures, my annual pet project.