Understanding who you serve is always a very important problem, and it only gets harder the more people that you serve. We try to pay a lot of attention to this by a combination of very rigorous quantitative and qualitative feedback. But if you're serving 1.2 billion people, it's very hard.

Sometimes, you can learn more from criticism than you can from flattery.

Ask for feedback from people with diverse backgrounds. Each one will tell you one useful thing. If you're at the top of the chain, sometimes people won't give you honest feedback because they're afraid. In this case, disguise yourself, or get feedback from other sources.

We should always be aspiring to know more, and to better ourselves, and to improve ourselves. To improve ourselves, because that's how we improve the world around us, by working within us.

Around the world, Walmart associates feel more comfortable taking risk. They're launching minimum viable products to test and learn from. These have enough function to satisfy early adopters, whose feedback informs future design.

The distance between number one & number two is always constant. If you want to improve the organization, you have to improve yourself and the organization gets pulled up with you.