All businesses need to be young forever. If your customer base ages with you, you’re Woolworth’s.

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.

We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.

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.

Where you are going to spend your time and your energy is one of the most important decisions you get to make in life.

We’ve had three big ideas at Amazon that we’ve stuck with for 18 years, and they’re the reason we’re successful: Put the customer first. Invent. And be patient.

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.

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

The people who are right a lot, often change their minds.

If you only do things where you know the answer in advance, your company goes away.

We expect all our businesses to have a positive impact on our top and bottom lines. Profitability is very important to us or we wouldn’t be in this business.

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.

If you’re long-term oriented, customer interests and shareholder interests are aligned.

Keep our competitors focused on us, while we stay focused on the customer.

To get something new done you have to be stubborn and focused, to the point that others might find unreasonable.

We all know that if you swing for the fences, you’re going to strike out a lot, but you’re also going to hit some home runs.

If you’re watching your competitors, you’re unlikely to invent a bunch of stuff on your own.

If you never want to be criticized, for goodness’ sake don’t do anything new.

Amazon is not too big to fail… If we start to focus on ourselves, instead of focusing on our customers, that will be the beginning of the end… We have to try and delay that day for as long as possible.