The people who are right a lot often change their minds.

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.

Our garage was basically science fair central.

I'm not saying that advertising is going away. But the balance is shifting. If today the successful recipe is to put 70 percent of your energy into shouting about your service and 30 percent into making it great, over the next 20 years I think that's going to invert.

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

The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.

E-mail has some magical ability to turn off the politeness gene in a human being.