A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.
Amazon.com strives to be the e-commerce destination where consumers can find and discover anything they want to buy online.
Because, you know, resilience—if you think of it in terms of the Gold Rush, then you'd be pretty depressed right now because the last nugget of gold would be gone. But the good thing is, with innovation, there isn't a last nugget. Every new thing creates two new questions and two new opportunities.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
The killer app that got the world ready for appliances was the light bulb. So the light bulb is what wired the world. And they weren't thinking about appliances when they wired the world. They were really thinking about—they weren't putting electricity into the home. They were putting lighting into the home.
There are two kinds of companies, those that work to try to charge more and those that work to charge less. We will be the second.
There are two ways to extend a business. Take inventory of what you're good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.
We expect all our businesses to have a positive impact on our top and bottom lines. Profitability is very important to us or we wouldn't be in this business.
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.
What we want to be is something completely new. There is no physical analog for what Amazon.com is becoming.
What's dangerous is not to evolve.
Memorable Quotations: Business Leaders
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