We can't be in survival mode. We have to be in growth mode.
Your brand is what people say about you when you're not in the room
If you never want to be criticized, for goodness sake don't do anything new.
The common question that gets asked in business is, why? That’s a good question, but an equally valid question is, why not?
A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.
If you can't feed a team with two pizzas, it's too large.
It's hard to find things that won't sell online.
Any business plan won't survive its first encounter with reality. The reality will always be different. It will never be the plan.
If you have a business model that relies on customers being misinformed, you better start working on changing your business model.
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.
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.
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.
Our premise is there are going to be a lot of winners. It's not winner take all. Other people do not have to lose for us to win.
The one thing that offends me the most is when I walk by a bank and see ads trying to convince people to take out second mortgages on their home so they can go on vacation. That's approaching evil.
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.
I think one of the things people don't understand is we can build more shareholder value by lowering product prices than we can by trying to raise margins. It's a more patient approach, but we think it leads to a stronger, healthier company. It also serves customers much, much better.
Because, you know, resilience - if you think of it in terms of the Gold Rush, then you'd be pretty depressed right now because the last nugget of gold would be gone. But the good thing is, with innovation, there isn't a last nugget. Every new thing creates two new questions and two new opportunities.
I'm not saying that advertising is going away. But the balance is shifting. If today the successful recipe is to put 70 percent of your energy into shouting about your service and 30 percent into making it great, over the next 20 years I think that's going to invert.
