I think the acquisition of consumers might be on the verge of being mapped. The battlefield is going to be retention and lifetime value.

What makes a good client, to me, is one that signed on for the strategy as well as the execution, not just the end product.

Someone with less passion and talent and poorer content can totally beat you if they're willing to work longer and harder than you are. Hustle is it.

Storytelling is the game. It's what we all do.

I have no interest in going to Egypt and seeing the pyramids. I'm just not that kind of dude.

If there's a problem, we at Wine Library never tell ourselves that once we handle this issue, we'll never have to deal with the person again. We talk to every single person as though we're going to wind up sitting next to that person at his or her mother's house that night for dinner.

I think of customer service as an offense and not a defense