I went to Princeton specifically to study physics.

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.

You cannot make a business case that you should be who you are not

People loved their horses, too. But you don't keep riding your horse to work just because you love it.

I believe you have to be willing to be misunderstood if you're going to innovate.

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.

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