Perception is all there is. If the customer think he's right, he's right.

The 'value added' for most any company, tiny or enormous, comes from the Quality of Experience provided.

And remember: Everything in business is a paradox. To be excellent, you have to be consistent. When you're consistent, you're vulnerable to attack. Yes, it's a paradox. Now deal with it!

Formula for success: Underpromise and overachieve.

One potential long-term problem with many current digital libraries is that they grew out of and aresupported by bricks-and-mortar libraries. Although there is nothing inherently wrong with that arrangement, inreality it creates a potentially dangerous situation that I call "the other digital divide."

A completely free library is as rare as a truly free lunch.

I think economics is about passion. Economic progress, whether it is a two-person coffee shop or whether it is Netscape, is about people with brave ideas. Because it is brave to mortgage the house, when you've got two kids, to start a coffee shop.