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.

For people who are readers, reading is important to them.

The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.

What's dangerous is not to evolve.

It's harder to be kind than clever

People forget already how much utility they get out of the Internet - how much utility they get out of e-mail, how much utility they get out of even simple things like brochureware online.

People who are right most of the time are people who change their minds often