The balance of power is shifting toward consumers and away from companies The right way to respond to this if you are a company is to put the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shouting about it, marketing it.

I think that, ah, I'm a very goofy sort of person in many ways.

A company shouldn't get addicted to being shiny, because shiny doesn't last.

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

If you think about the long term then you can really make good life decisions that you won’t regret later.

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.

The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.