"The most important thing is to be customer-focused. If you're customer-focused, you'll be successful."

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

"Complaining is not a strategy. We have to work with the world as we find it, not as we would like it to be."

"I want to make sure that we are always the most customer-centric company in the world."

"I believe that the best way to predict the future is to invent it."