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

"I want us to be a company that invents on behalf of customers."

"I believe that there's nothing wrong with being eccentric. If you're going to be a leader, you have to be willing to be different."

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

"We are not in the business of selling books; we are in the business of helping people find books they want to read."