In Seattle you haven't had enough coffee until you can thread a sewing machine while it's running.

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.

Your brand is formed primarily, not by what your company says about itself, but what the company does.

If you double the number of experiments you do per year you're going to double your inventiveness.

If your customer base is aging with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.

You know, we love stories and we love narrative; we love to get lost in an author's world.

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.