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" The challenge of the retail business is the human condition. "

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" A great business has to have a conscience. You have to know who you are and who you are not. "

" Great companies that build an enduring brand have an emotional relationship with customers that has no barrier. And that emotional relationship is on the most important characteristic, which is trust. "

" In the 1960s, if you introduced a new product to America, 90% of the people who viewed it for the first time believed in the corporate promise. Then 40 years later if you performed the same exercise, less than 10% of the public believed it was true. The fracturing of trust is based on the fact that the consumer has been let down. "

" My father had a series of blue-collar jobs and never made more than $20,000 a year. When I was seven, he got injured on a job. That was a very important point - because of the injury, he couldn't walk, and the company he was working for did not pay him. There was no compensation. So there was no money and no food. "

" Our history is based on extending the brand to categories within the guardrails of Starbucks. "

" I do think - as self-serving as it sounds - that I was the right person, given the very, very strong headwind we had from the economy and our own issues, to come back and rewrite the future of the company. "

" I was working probably at the age of 10, when I had my first paper route. I had every different kind of job you could possibly imagine as a young kid. "

" Post-9/11, we saw an immediate uptick in the amount of people in our stores, all over the country. People wanted that human connection. We are not going to fracture the Starbucks experience. "

" Pouring espresso is an art, one that requires the barista to care about the quality of the beverage. "

" I'm not losing any sleep over Dunkin Donuts. "

" If you don't love what you're doing with unbridled passion and enthusiasm, you're not going to succeed when you hit obstacles. "

" People around the world, they want the authentic Starbucks experience. "

" When you're building a business or joining a company, you have to be transparent; you can't have two sets of information for two sets of people. "

" Many companies today are reducing hours of full-time people to get under the minimum so they don't have to pay health care costs. I just shake my head because that's not going to build long-term value and trust with your people. "

" Don't buy preground coffee. "

" Often, organizations need bold, grand gestures to galvanize people towards a new mission or refocus their attention. "

" Profitability is a shallow goal if it doesn't have a real purpose, and the purpose has to be share the profits with others. "

" We sell tea in Starbucks, but I think the experience is very different. I think coffee is something that is quick - it's transactional. I think tea is more Zen-like. It requires a different environment. "

" California, in a sense, is almost Starbucks' largest country, with almost 3,000 stores. "

" I think people will walk into the Starbucks store and overnight recognize the significant difference between what Starbucks represents day-in and day-out and all the other coffee companies that have been serving coffee in India for so many years. "

" I believe life is a series of near misses. A lot of what we ascribe to luck is not luck at all. It's seizing the day and accepting responsibility for your future. It's seeing what other people don't see And pursuing that vision. "

" Expect more than others think possible. "

" I was taken by the power that savoring a simple cup of coffee can have to connect people and create community. "

" I was born on the other side of the tracks, in public housing in Brooklyn, New York. My dad never made more than $20,000 a year, and I grew up in a family that lost health insurance. So I was scarred at a young age with understanding what it was like to watch my parents lose access to the American dream. "

" I think what we're lacking in society, not only in the U.S. but also around the world, is to find heroes once again and to celebrate these kind of people. "

" I think we are living in a time where the consumer has lots of choices, whether it's coffee, newspapers or whatever it is. And there is parity in the market place, and as a result of that, the consumer is beginning to make decisions, not just on what things cost and the convenience of it. "

" Starbucks has a role and a meaningful relationship with people that is not only about the coffee. "

" Starbucks has stores in America in many, many communities that are governed by many, many different municipalities. Starbucks cannot dictate to a municipality in Cincinnati or Kansas City or Sacramento how or why or when there should be a recycling program. "

" I think Starbucks created a platform and, ultimately, a runway for many other companies to emulate. I suspect if we had not achieved what we have, there would have been many regional brands that would have succeeded. But I'm not sure there would have been a national brand of the scope of Starbucks. "

" I think my whole life, because of where I came from, I had a fear of failure. "