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.

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

It’s very important for entrepreneurs to be realistic. So if you believe on that first day while you’re writing the business plan that there’s a 70 percent chance that the whole thing will fail, then that kind of relieves the pressure of self-doubt.

We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.

My view is there's no bad time to innovate.

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

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