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

We're not competitor obsessed, we're customer obsessed. We start with the customer and we work backwards.

... 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.

Seek instant gratification - or the elusive promise of it - and chances are you'll find a crowd there ahead of you.

I like to be counted on.

What I want to talk to you about today is the difference between gifts and choices. Cleverness is a gift, kindness is a choice. Gifts are easy - they’re given after all. Choices can be hard. You can seduce yourself with your gifts if you’re not careful, and if you do, it’ll probably be to the detriment of your choices.

You don't want to negotiate the price of simple things you buy every day.