“One of the huge mistakes people make is that they try to force an interest on themselves. You don’t choose your passions. Your passions choose you.
“I believe you have to be willing to be misunderstood if you’re going to innovate.”
“When the world changes around you and when it changes against you, what used to be a tail wind is now a head wind, you have to lean into that and figure out what to do because complaining isn’t a strategy.”
“If you can’t tolerate critics, don’t do anything new or interesting.”
“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.”
“We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.”
“I think frugality drives innovation, just like other constraints do. One of the only ways to get out of a tight box is to invent your way out.”
“Effective process is not bureaucracy. Bureaucracy is senseless process.”
“If you don’t understand the details of your business you are going to fail.”
“I’m not prepared to make any multi-decade commitments.”
“We are stubborn on vision. We are flexible on details.”
“A company shouldn’t get addicted to being shiny because shiny doesn’t last.”
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
“If you decide that you’re going to do only the things you know are going to work, you’re going to leave a lot of opportunity on the table.”
“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you, it just works.”
“It’s perfectly healthy–encouraged, even–to have an idea tomorrow that contradicted your idea today.”
