You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.

Focus relentlessly and passionately on the customer.

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.

Focusing on the customer makes a company more resilient.

Energy is the essence of life. Every day you decide how you're going to use it by knowing what you want and what it takes to reach that goal, and my maintaining focus.

I'm not as goal obsessed as I am process obsessed.