There Are Two Kinds Of

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.

My Own View Is That Every Company Requires A Long-term View.

It's Harder To Be Kind Than Clever

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.

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.