On the Web, all advantages are temporary, and you must keep innovating to stay ahead

A general principle for all user interface design is to go through all of your design elements and remove them one at a time.

The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go elsewhere; all the competitors in the world are but a mouseclick away.

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

What we learned is money doesn't grow on trees.

To design an easy-to-use interface, pay attention to what users do, not what they say. Self-reported claims are unreliable, as are user speculations about future behavior.

People have to want to change before there's any chance of helping them do so.