There are a whole bunch of people who don't like to shop. But there are also people, maybe, who even do like to shop but are very time pressured. And so shopping online can save people time.

We change our tools and then our tools change us.

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.

I don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're going to invent, it means you're going to experiment, and if you're going to experiment, you're going to fail, and if you're going to fail, you have to think long term.

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.

Determine what your customers need, and work backwards.

Our biggest cost is not power, or servers, or people. It's lack of utilization. It dominates all other costs.