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

Work hard, have fun and make history.

There'll always be serendipity involved in discovery.

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.

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

The great thing about fact-based decisions is that they overrule the hierarchy.

I don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're going to invent, it means you're going to experiment, and if you're going to experiment, you're going to fail, and if you're going to fail, you have to think long term.