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.

For every leader in the company, not just for me, there are decisions that can be made by analysis. These are the best kinds of decisions!

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.

I never worked on the school newspaper.

Will you be clever at the expense of others, or will you be kind?

I think that, ah, I'm a very goofy sort of person in many ways.

And I still buy books at B&N, Borders and Elliot Bay ... I probably shouldn't admit this. But I don't care. I love great bookstores.