It's simple until you make it complicated.

Customers don't just buy a product - they switch from something else. And customers don't just leave a product - they switch to something else

"Simple" is a tricky word, it can mean a lot of things. To us, it just means clear. That doesn't always mean total reduction, or minimalism - sometimes, to make things clearer, you have to add a step.

[Facebook and Twitter] aren't the real problems in the office. The real problems are what I like to call the M&Ms, the Managers and the Meetings.

What you do is what matters, not what you think or say or plan.

The only two people who can give you real feedback about your product are people who just purchased it and people who have just canceled.

Unless you are a fortune-teller, long-term business planning is a fantasy.