I think frugality drives innovation, just like other constraints do. One of the only ways to get out of a tight box is to invent your way out.

When you receive criticism from well-meaning people, it pays to ask, ‘Are they right?’ And if they are, you need to adapt what they’re doing. If they’re not right, if you really have conviction that they’re not right, you need to have that long-term willingness to be misunderstood. It’s a key part of invention.

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

I try to spend my time on areas that I think are important for the future, and where I think I can add value.

... if it's not your style to stretch and go the extra mile to make sure our customer experience is great, you're going to have an allergic reaction to this company. You probably won't stay. If you do try and stay, but can't adapt to the culture then it will reject you like a virus from a healthy immune system.

We are at the 1908 Hurley washing machine stage with the Internet.

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