... 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.

My own view is that every company requires a long-term view.

I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.

I'm skeptical that the novel will be 're-invented.'

We also have no incentive compensation of any kind. And the reason we don’t is because it is detrimental to teamwork.

Part of company culture is path-dependent. It’s the lessons you learn along the way.

Invention is by its very nature disruptive. If you want to be understood at all times, then don't do anything new.