Above all else, align with customers. Win when they win. Win only when they win.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.
The death knell for any enterprise is to glorify the past -- no matter how good it was.
If you only do things where you know the answer in advance, your company goes away.
If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right.