The most important single thing is to focus obsessively on the customer. Our goal is to be earth's most customer-centric company.
The great thing about fact-based decisions is that they overrule the hierarchy.
I like having the digital camera on my smart phone, but I also like having a dedicated camera for when I want to take real pictures.
People don't want gadgets, they want services.
You cannot make a business case that you should be who you are not
There are multiple ways to be externally focused that are very successful. You can be customer-focused or competitor-focused. Some people are internally focused, and if they reach critical mass, they can tip the whole company.