I’m a big fan of all-you-can-eat plans, because they’re simpler for customers.

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.

Do something you're very passionate about, and don't try to chase what is kind of the "hot passion" of the day.

It's hard to find things that won't sell online.

No, communication is terrible!

It's not an experiment if you know it's going to work.

I don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're going to invent, it means you're going to experiment, and if you're going to experiment, you're going to fail, and if you're going to fail, you have to think long term.