Every day were saying, 'How can we keep this customer happy?' How can we get ahead in innovation by doing this, because if we don't, somebody else will.

Your most unhappy customers are your greatest source of learning.

I'm truly saddened to learn of Steve Jobs' death. The world rarely sees someone who has had the profound impact Steve has had, the effects of which will be felt for many generations to come. For those of us lucky enough to get to work with him, it's been an insanely great honor. I will miss Steve immensely.

You need to understand things in order to invent beyond them.

I’ve been waiting more than 30 years to say this: “Dad, I always told you I’d come back and get my degree.” I want to thank Harvard for this timely honor. I’ll be changing my job next year … and it will be nice to finally have a college degree on my resume.

We're creating this alliance, GAVI, that has helped buy the vaccines that were in the rich world but not getting to the poor kids, getting a very cheap price and figuring out the cold chain, getting the delivery right, and then funding research for new vaccines. A lot of them are coming along. We've got a meningitis vaccine out, got that through large parts of Africa. That has been a huge success.

We are in the throes of a transition where every publication has to think of their digital strategy.