Your brand is formed primarily, not by what your company says about itself, but what the company does.

It is very difficult to get people to focus on the most important things when you're in boom times.

The great thing about fact-based decisions is that they overrule the hierarchy.

We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

You can work long, hard, or smart, but at Amazon.com you can’t choose two out of three.

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.

People loved their horses, too. But you don't keep riding your horse to work just because you love it.