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.

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts

If you invent frequently and are willing to fail, then you never get to that point where you really need to bet the whole company.

If you're long-term oriented, customer interests and shareholder interests are aligned.

You're not going to make Hemingway better by adding animations.

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

Effective process is not bureaucracy. Bureaucracy is senseless process.