“We change our tools and then our tools change us.”

We got to talk about how lucky we are to have such amazing parents. They’ve always been and still are role models and mentors for us.

You don’t want to negotiate the price of simple things you buy every day.

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.

Go to bed early and wake up early. The morning hours are good.

The pain and emotional trauma caused by the racism and violence we are witnessing toward the black community has a long reach.

A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.

What’s dangerous is not to evolve.

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.

The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, technology, technology.

Every new thing creates two new questions and two new opportunities.

If you don’t understand the details of your business you are going to fail.

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

The Net is pretty cool, but the physical world is the best medium ever.

People who are right most of the time are people who change their minds often.

People don’t want gadgets, they want services.

A company shouldn’t get addicted to being shiny, because shiny doesn’t last.