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

... if it's not your style to stretch and go the extra mile to make sure our customer experience is great, you're going to have an allergic reaction to this company. You probably won't stay. If you do try and stay, but can't adapt to the culture then it will reject you like a virus from a healthy immune system.

A lot of people – and I’m just not one of them – believe that you should live for the now. I think what you do is think about the great expanse of time ahead of you and try to make sure that you’re planning for that in a way that’s going to leave you ultimately satisfied. This is the way it works for me.

I'm skeptical that the novel will be 're-invented.'

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.

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

I don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're going to invent, it means you're going to experiment, and if you're going to experiment, you're going to fail, and if you're going to fail, you have to think long term.