The great thing about fact-based decisions is that they overrule the hierarchy.

Not the outcome any of us wanted.

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.

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

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.

It is very difficult to get people to focus on the most important things when you're in boom times.

If you never want to be criticized, for goodness sake don't do anything new.