The Book Is Not Really The Container

Part Of Company Culture Is Path-dependent. It’s The Lessons You Learn Along The Way.

If We Think Long Term, We Can Accomplish Things That We Couldn't Otherwise Accomplish.

If You're Competitor-focused, You Have To Wait Until There Is A Competitor Doing Something. Being Customer-focused Allows You To Be More Pioneering.

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.