... 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.

I like to be counted on.

But there's still so much you can do with technology to improve the customer experience. And that's the sense in which I believe it's still Day One, and that it's early in the day. If anything, the rate of change is accelerating.

There are two ways to extend a business. Take inventory of what you're good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.

There are a whole bunch of people who don't like to shop. But there are also people, maybe, who even do like to shop but are very time pressured. And so shopping online can save people time.

The book is not really the container for the book. The book itself is the narrative. It's the thing that people create.

If you build a great product or service, people will talk about it. But it starts with having something that's worth talking about.