By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.

Your most unhappy customers are your greatest source of learning.

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.

Nothing ruins your day more than getting a bad review.

You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.

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

You want your customers to value your service.

In business, the idea of measuring what you are doing, picking the measurements that count like customer satisfaction and performance… you thrive on that.

Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.

A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.

This is what customers pay us for – to sweat all these details so it’s easy and pleasant for them to use our computers. We’re supposed to be really good at this. That doesn’t mean we don’t listen to customers, but it’s hard for them to tell you what they want when they’ve never seen anything remotely like it.

So I’ve seen life as one long learning process. And if I see – you know, if I fly on somebody else’s airline and find the experience is not a pleasant one, which it wasn’t in – 21 years ago, then I’d think, well, you know, maybe I can create the kind of airline that I’d like to fly on.