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.

I try to spend my time on areas that I think are important for the future, and where I think I can add value.

A company shouldn't get addicted to being shiny, because shiny doesn't last.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

If you don't understand the details of your business you are going to fail.

In Seattle you haven't had enough coffee until you can thread a sewing machine while it's running.

I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.