You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.

Market leadership can translate directly to higher revenue, higher profitability, greater capital velocity and correspondingly stronger returns on invested capital.

Ebooks had to happen.

One of the things that gets me up in the morning is knowing that customer expectations are always rising, and I find that very exciting.

Your brand is what people say about you when you're not in the room

I wouldn't be surprised if history records Tim Berners-Lee as the second Gutenberg.

People forget already how much utility they get out of the Internet - how much utility they get out of e-mail, how much utility they get out of even simple things like brochureware online.