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If we're going to talk about our businesses, we're going to have to talk about them within the constraints of the disclosure rules, without giving guidance, because we're not going to give guidance, because we don't believe that it is a sensible game to play.

We're not interested in bombarding our users with, 'Hey, play this game, play this game, play this game.' It gets annoying, it gets in the way of messaging, and it gets in the way of staying in touch with people who are important to you.

There is one other business where the customer is always wrong and that's the media.

Put your consumers in focus, and listen to what they're actually saying, not what they tell you.

The customer is not always right.

You should not build your customer service system on the premise that your organisation will never question the whims of your clients.

Without a possibility of change in meanings human communication could not perform its present functions.

You can shut down a service, and yet people will find ways to communicate.

Our message of the day is service does not need a title.