If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

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

People forget already how much utility they get out of the Internet - how much utility they get out of e-mail, how much utility they get out of even simple things like brochureware online.

Obsess about customers, not competitors.

... if it's not your style to stretch and go the extra mile to make sure our customer experience is great, you're going to have an allergic reaction to this company. You probably won't stay. If you do try and stay, but can't adapt to the culture then it will reject you like a virus from a healthy immune system.

The book is not really the container for the book. The book itself is the narrative. It's the thing that people create.

If you're competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.