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I believe you have to be willing to be misunderstood if you're going to innovate.

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If you don't understand the details of your business you are going to fail.

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

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I don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're ...more

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

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