When [competitors are] in the shower in the morning, they're thinking about how they're going to get ahead of one of their top competitors. Here in the shower, we're thinking about how we are going to invent something on behalf of a customer.

On the Internet, companies are scale businesses, characterized by high fixed costs and relatively low variable costs. You can be two sizes: You can be big, or you can be small. It's very hard to be medium. A lot of medium-sized companies had the financing rug pulled out from under them before they could get big.

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

We were hoping to build a small profitable company; and of course, what we've done is build a large, unprofitable company.

You cannot make a business case that you should be who you are not

Cultures aren’t so much planned as they evolve from that early set of people.

I’d rather interview 50 people and not hire anyone than hire the wrong person.