Many of the traits that make Amazon unusual are now deeply ingrained in the culture. In fact, if I wanted to change them, I couldn't. The cultures are self-reinforcing, and that's a good thing.

I don't know about you, but most of my exchanges with cashiers are not that meaningful.

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

When you receive criticism from well-meaning people, it pays to ask, ‘Are they right?’ And if they are, you need to adapt what they’re doing. If they’re not right, if you really have conviction that they’re not right, you need to have that long-term willingness to be misunderstood. It’s a key part of invention.

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

What I want to talk to you about today is the difference between gifts and choices. Cleverness is a gift, kindness is a choice. Gifts are easy - they’re given after all. Choices can be hard. You can seduce yourself with your gifts if you’re not careful, and if you do, it’ll probably be to the detriment of your choices.

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