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.

Go to bed early and wake up early. The morning hours are good.

Will you be clever at the expense of others, or will you be kind?

People loved their horses, too. But you don't keep riding your horse to work just because you love it.

You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.

The thing about inventing is you have to be both stubborn and flexible. The hard part is figuring out when to be which.

I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.