My own view is that every company requires a long-term view.

You have to use your judgment. In cases like that, we say, 'let's be simple minded. We know this is a feature that's good for customers. Let's do it.

You don't want to negotiate the price of simple things you buy every day.

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

I think there are going to be a bunch of tablet-like devices. It's really a different product category.

... 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.

Seek instant gratification - or the elusive promise of it - and chances are you'll find a crowd there ahead of you.