It's harder to be kind than clever

If you're not doing something that people will remark on, then it's going to be hard to generate word of mouth.

Cleverness is a gift, kindness is a choice.

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts

If you decide that you're going to do only the things you know are going to work, you're going to leave a lot of opportunity on the table.

I think one of the things people don't understand is we can build more shareholder value by lowering product prices than we can by trying to raise margins. It's a more patient approach, but we think it leads to a stronger, healthier company. It also serves customers much, much better.

Lowering prices is easy. Being able to afford to lower prices is hard.