You have to use your judgment. In cases like that, we say, 'let's be simple minded. We know this is a feature that's good for customers. Let's do it.

Are you lazy or just incompetent?

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

It's harder to be kind than clever

Will you be clever at the expense of others, or will you be kind?

If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience.

If you build a great product or service, people will talk about it. But it starts with having something that's worth talking about.