Seek Instant Gratification - Or

If You're Going To Invest In An Internet Stock, You Must Be A Long-term Investor.

E-mail Has Some Magical Ability To Turn Off The Politeness Gene In A Human Being.

If You Do Build A Great Experience, Customers Tell Each Other About That. Word Of Mouth Is Very Powerful.

Determine What Your Customers Need, And Work Backwards.

But There's Still So Much You Can Do With Technology To Improve The Customer Experience. And That's The Sense In Which I Believe It's Still Day One, And That It's Early In The Day. If Anything, The Rate Of Change Is Accelerating.