Content is power in today's world, and if you can own that content, create it and make interaction more of an experience than a transaction, you create a different kind of loyalty.

I never want anything to be too predictable.

The model of getting the consumer to come to you is old, and the new model is how can you get to the consumer on their terms, in ways they want to engage in. How people are choosing to interface with content is very different. You’ve got to marry different platforms.

I'm a love-it-or-hate-it person. I don't waffle.

Fear is not a motivating factor. You might be able to get a little bit more out of someone in the short term, but you will completely erode your business and your culture in the long term. You're going to lose all your good people. You're not going to have people tell you the truth, and it becomes the tradition.

I believe in accessibility. I believe in honesty and a culture that supports that. And you can't have that if you're not open to receiving feedback.

If you throw the pebble in the pond and the rings start circulating that much wider, you've done things and created things for people that they didn't think they'd ever be able to do. That excites me.

I love hidden things. When you buy something with quality, you like the inside to be as beautiful as the outside. Nobody's going to see it, but you know it's there.