1.If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.
2.Life’s too short to hang out with people who aren’t resourceful.
3.Invention is by its very nature disruptive. If you want to be understood at all times, then don’t do anything new.
4. People who are right most of the time are people who change their minds often.
5.We are stubborn on vision. We are flexible on details
6. Work Hard, have fun, make history
7. A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.
8. We can’t be in survival mode. We have to be in growth mode.
9. 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.
10. Your margin is my opportunity
11. If you never want to be criticized, for goodness’ sake don’t do anything new.
12. The death knell for any enterprise is to glorify the past — no matter how good it was.
13. Maintain a firm grasp of the obvious at all times.
14. 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.
15. It’s not an experiment if you know it’s going to work.
16. Position yourself with something that captures your curiosity, something that you’re missionary about.
17. One of our greatest cultural strengths is accepting the fact that if you’re going to invent, you’re going to disrupt.
18. Just by lengthening the time horizon, you can engage in endeavors that you could never otherwise pursue.
19. No business can continue to shrink. That can only go on for so long before irrelevancy sets in.
20. Entrepreneurs must be willing to be misunderstood for long periods of time.
21. Start With the Customer and Work Backward.
22. The missionary is building the product and building the service because they love the customer, because they love the product, because they love the service. The mercenary is building the product or service so that they can flip the company and make money.
23. I knew that if I failed I wouldn’t regret that, but I knew the one thing I might regret is not trying.
24. Your brand is what other people say about you when you’re not in the room.
25. What’s dangerous is not to evolve.
26. One of the only ways to get out of a tight box is to invent your way out.
27. Complaining isn’t a strategy
28. 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.
29.We have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word-of-mouth is so very, very powerful.
30. If you don’t understand the details of your business you are going to fail.
31. The common question that gets asked in business is, ‘why?’ That’s a good question, but an equally valid question is, ‘why not?
32. A company shouldn’t get addicted to being shiny, because shiny doesn’t last.
33. The most important single thing is to focus obsessively on the customer.
34. I’m a big fan of all-you-can-eat plans, because they’re simpler for customers.
35. If your customer base is aging with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.
36. There are two ways to extend a business. Take inventory of what you’re good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills.
37. You know if you make a customer unhappy, they won’t tell five friends, they’ll tell 5,000 friends.