If you're competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.

I try to spend my time on areas that I think are important for the future, and where I think I can add value.

I don't want to use my creative energy on somebody else's user interface.

... 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.

The balance of power is shifting toward consumers and away from companies The right way to respond to this if you are a company is to put the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shouting about it, marketing it.

It's harder to be kind than clever

We expect all our businesses to have a positive impact on our top and bottom lines ... Profitability is very important to us or we wouldn't be in this business.