It had always made sense to me to build a business based on what people really wanted, rather than guess what we thought they might want.

We've found that customers are very open. They'll tell you what's going on, what's working and what's not. They're looking for help.

Twenty years and $40 billion. They seem like good round numbers.

Ideas are commodity. Execution of them is not.

The speed of the Internet provides a fundamentally different perspective on how business relationships occur ... The approach relies on collaboration, not on competition ... on sharing information, and understanding what we as businesses do best.

I had to give it a full go and see what happened.

If we have 99% [market] share of Ford Company, the question to us is 'How do we improve the customer satisfaction in order to get that additional 1% share?