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.

The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.

Obsess about customers, not competitors.

One of the things it was obvious you could do with an online store is have a much more complete selection.

Maintain a firm grasp of the obvious at all times.

... if it's not your style to stretch and go the extra mile to make sure our customer experience is great, you're going to have an allergic reaction to this company. You probably won't stay. If you do try and stay, but can't adapt to the culture then it will reject you like a virus from a healthy immune system.

Determine what your customers need, and work backwards.