You want to look at what other companies are doing. It's very important not to be hermetically sealed. But you don't want to look at it as if, 'OK, we're going to copy that.' You want to look at it and say, 'That's very interesting. What can we be inspired to do as a result of that?' And then put your own unique twist on it.

Maintain a firm grasp of the obvious at all times.

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.

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

If you are going to do large-scale invention, you have to be willing to do three things: You must be willing to fail; you have to be willing to think long term; and you have to be willing to be misunderstood for long periods of time.

A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.

If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right.