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

The killer app that got the world ready for appliances was the light bulb. So the light bulb is what wired the world. And they weren't thinking about appliances when they wired the world. They were really thinking about - they weren't putting electricity into the home. They were putting lighting into the home.

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

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

I wouldn't be surprised if history records Tim Berners-Lee as the second Gutenberg.

People don't want gadgets, they want services.

There are two ways to extend a business. Take inventory of what you're good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.