We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

It's hard to find things that won't sell online.

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.

I knew that if I failed I wouldn't regret that, but I knew the one thing I might regret is not trying.