No, communication is terrible!

We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

We've had three big ideas at Amazon that we've stuck with for 18 years, and thy're the reason we're successful: Put the customer first. Invent. And be patient.

Focusing on the customer makes a company more resilient.

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.

When you receive criticism from well-meaning people, it pays to ask, ‘Are they right?’ And if they are, you need to adapt what they’re doing. If they’re not right, if you really have conviction that they’re not right, you need to have that long-term willingness to be misunderstood. It’s a key part of invention.

We can't be in survival mode. We have to be in growth mode.