And I still buy books at B&N, Borders and Elliot Bay ... I probably shouldn't admit this. But I don't care. I love great bookstores.

If you have a business model that relies on customers being misinformed, you better start working on changing your business model.

All businesses need to be young forever. If your customer base ages with you, you're Woolworth's.

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.

Invention is by its very nature disruptive. If you want to be understood at all times, then don't do anything new.

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

If you want to be inventive, you have to be willing to fail.