If you're competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.

I strongly believe that missionaries make better products. They care more. For a missionary, it's not just about the business. There has to be a business, and the business has to make sense, but that's not why you do it. You do it because you have something meaningful that motivates you.

One of the things it was obvious you could do with an online store is have a much more complete selection.

What we want to be is something completely new. There is no physical analog for what Amazon.com is becoming.

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

If your customer base is aging with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.