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.

One of the things that gets me up in the morning is knowing that customer expectations are always rising, and I find that very exciting.

You cannot make a business case that you should be who you are not

I knew that if I failed I wouldn't regret that, but I knew the one thing I might regret is not trying.

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

You're not going to make Hemingway better by adding animations.

One of the things it was obvious you could do with an online store is have a much more complete selection.