I'm not saying that advertising is going away. But the balance is shifting. If today the successful recipe is to put 70 percent of your energy into shouting about your service and 30 percent into making it great, over the next 20 years I think that's going to invert.

I like to be counted on.

I feel like in one year it's very easy to go from Internet poster boy to Internet piсata.

Lowering prices is easy. Being able to afford to lower prices is hard.

Your brand is formed primarily, not by what your company says about itself, but what the company does.

We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

Real estate is the key cost of physical retailers. That's why there's the old saw: location, location, location.