Finance is critical. If sufficient investment is made in infrastructure and venture capital is made available, there will be a big improvement in the situation.

So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off - we've done enough consolidation; we've got enough critical mass.

I'm very comfortable in having a strong team. I'm very comfortable in sharing the limelight with the team.

That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.

I couldn't think of anything less appealing than molding the minds of tomorrow's leaders.

I am humble enough to understand there are many people who know much more than I do on many subjects, so I listen to them. Integrity is also critical to leadership, so I believe there must always be alignment between what you think, say, and do.

In politics, Joseph Smith was something of a radical. He preached, instead of democracy, a version of theocratic rule within a framework given by his own prophetic leadership. At Nauvoo, Smith affected a Napoleonic uniform and made himself into a general and quasi king of the polity he had constituted.

If your goal is anything but profitability - if it's to be big, or to grow fast, or to become a technology leader - you'll hit problems.