If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

What we need to do is always lean into the future; when the world changes around you and when it changes against you – what used to be a tail wind is now a head wind – you have to lean into that and figure out what to do because complaining isn’t a strategy.

Your margin is my opportunity.

If you decide that you’re going to do only the things you know are going to work, you’re going to leave a lot of opportunity on the table.

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

The thing that motivates me is a very common form of motivation. And that is, with other folks counting on me, it’s so easy to be motivated.

One of the huge mistakes people make is that they try to force an interest on themselves. You don’t choose your passion; your passion chooses you.

Cleverness is a gift, kindness is a choice.

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

The common question that gets asked in business is, ‘why?’ That’s a good question, but an equally valid question is, ‘why not?

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

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

Your brand is what other people say about you when you’re not in the room.

What’s dangerous is not to evolve.

Obsess about customers, not competitors.

It’s not an experiment if you know it’s going to work.

You have to be willing to be misunderstood if you’re going to innovate.

If you’re not stubborn, you’ll give up on experiments too soon. And if you’re not flexible, you’ll pound your head against the wall and you won’t see a different solution to a problem you’re trying to solve.

We can’t be in survival mode. We have to be in growth mode.