Life’s too short to hang out with people who aren’t resourceful.
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.
There are two kinds of companies, those that work to try to charge more and those that work to charge less. We will be the second.
All businesses need to be young forever. If your customer base ages with you, you’re Woolworth’s.
If you only do things where you know the answer in advance, your company goes away.
If you build a great experience, customers tell each other about that. Word of mouth is very powerful.
I’d rather interview 50 people and not hire anyone than hire the wrong person.
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
It’s hard to find things that won’t sell online.
The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
Cleverness is a gift, kindness is a choice.
One of the huge mistakes people make is that they try to force an interest on themselves. You don’t choose your passions; your passions choose you.
Above all else, align with customers. Win when they win. Win only when they win.
Any business plan won’t survive its first encounter with reality. The reality will always be different. It will never be the plan.
The great thing about fact-based decisions is that they overrule the hierarchy.
Cleverness is a gift, kindness is a choice. Gifts are easy-they’re given after all. Choices can be hard.
If you’re truly obsessed over customers, it’ll cover a lot of errors.
Failure comes part and parcel with invention. It’s not optional.
Things never go smoothly.