E-mail has some magical ability to turn off the politeness gene in a human being.

We're not competitor obsessed, we're customer obsessed. We start with the customer and we work backwards.

When [competitors are] in the shower in the morning, they're thinking about how they're going to get ahead of one of their top competitors. Here in the shower, we're thinking about how we are going to invent something on behalf of a customer.

But there's still so much you can do with technology to improve the customer experience. And that's the sense in which I believe it's still Day One, and that it's early in the day. If anything, the rate of change is accelerating.

It's perfectly healthy-encouraged, even- to have an idea tomorrow that contradicted your idea today

If your customer base is aging with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.

Mediocre theoretical physicists make no progress. They spend all their time understanding other people's progress.