Word Of Mouth Is Very Powerful.

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.

Cleverness Is A Gift, Kindness Is A Choice.

Your Margin Is My Opportunity.

If You Only Do Things Where You Know The Answer In Advance, Your Company Goes Away.

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.