I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.

But there's still so much you can do with technology to improve the customer experience. And that's the sense in which I believe it's still Day One, and that it's early in the day. If anything, the rate of change is accelerating.

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.

The balance of power is shifting toward consumers and away from companies. The right way to respond to this if you are a company is toput the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shoutingabout it, marketing it.

Focus relentlessly and passionately on the customer.

I constantly remind our employees to be afraid, to wake up every morning terrified. Not of our competition, but of our customers.