If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience.

I feel like in one year it's very easy to go from Internet poster boy to Internet piсata.

If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience.

I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.

Ebooks had to happen.

We change our tools and then our tools change us.

The thing about inventing is you have to be both stubborn and flexible. The hard part is figuring out when to be which.