If you're not stubborn, you'll give up on experiments too soon. And if you're not flexible, you'll pound your head against the wall and you won't see a different solution to a problem you're trying to solve.

What we want to be is something completely new. There is no physical analog for what Amazon.com is becoming.

Cleverness is a gift, kindness is a choice. Gifts are easy-they're given after all. Choices can be hard.

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.

Any business plan won't survive its first encounter with reality. The reality will always be different. It will never be the plan.

If you're truly obsessed over customers, it'll cover a lot of errors.

No, communication is terrible!