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

I don't know about you, but most of my exchanges with cashiers are not that meaningful.

The thing that motivates me is a very common form of motivation. And that is, with other folks counting on me, it's so easy to be motivated.

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 don't think that you can invent on behalf of customers unless you're willing to think long-term, because a lot of invention doesn't work. If you're going to invent, it means you're going to experiment, and if you're going to experiment, you're going to fail, and if you're going to fail, you have to think long term.

If your customer base is aging with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.