If We Think Long Term,

It Is Very Difficult To Get People To Focus On The Most Important Things When You're In Boom Times.

Everything You Are Comes From Your Choices.

If You Invent Frequently And Are Willing To Fail, Then You Never Get To That Point Where You Really Need To Bet The Whole 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.

I Think Technology Advanced Faster Than Anticipated. In That Whirlwind, A Lot Of Companies Didn't Survive. The Reason We Have Done Well Is Because, Even In That Whirlwind, We Kept Heads-down Focused On The Customers. All The Metrics That We Can Track About Customers Have Improved Every Year.