Invention is by its very nature disruptive. If you want to be understood at all times, then don't do anything new.

The book is not really the container for the book. The book itself is the narrative. It's the thing that people create.

If you double the number of experiments you do per year you're going to double your inventiveness.

I’m a big fan of all-you-can-eat plans, because they’re simpler for customers.

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

We like to pioneer, we like to explore, we like to go down dark alleys and see what's on the other side.

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.