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

It's not easy to work here, but we are working to build something important, something that matters to our customers, something that we can all tell our grandchildren about.

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

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.

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.

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.