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

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

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

You have to use your judgment. In cases like that, we say, 'let's be simple minded. We know this is a feature that's good for customers. Let's do it.

Part of company culture is path-dependent. It’s the lessons you learn along the way.

Real estate is the key cost of physical retailers. That's why there's the old saw: location, location, location.

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