The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.

To get something new done you have to be stubborn and focused, to the point that others might find unreasonable.

The human brain is an incredible pattern-matching machine.

Work hard, have fun and make history.

You want to look at what other companies are doing. It's very important not to be hermetically sealed. But you don't want to look at it as if, 'OK, we're going to copy that.' You want to look at it and say, 'That's very interesting. What can we be inspired to do as a result of that?' And then put your own unique twist on it.

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

One of the things that I hope will distinguish Amazon.com is that we continue to be a company that defies easy analogy. This requires a lot of innovation, and innovation requires a lot of random walk.