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

Determine what your customers need, and work backwards.

Real estate is the key cost of physical retailers. That's why there's the old saw: location, location, location.

We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

I think frugality drives innovation, just like other constraints do. One of the only ways to get out of a tight box is to invent your way out.

Strip malls are history.

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts