Some extracts :

> If you're working here, you're one of the fortunate […] It is our obligation to listen to the people who aren't lucky enough to get paid. The folk out there are our community. They're our peers. They are the ones who trust that we will continue to work for them, because if not, they'll find someone else who will.

> I'm willing to say that if you announce a feature or function and the number doesn't go up past the initial novelty bump, that's a pretty solid indicator that you guessed wrong […] Folk are telling you, they're just not doing it directly in a focus group.

> remember that your customers are not your fans. They barely tolerate you. You have to work every day to convince them to stick around. That's not being negative, that's being realistic. Humility drives improvement and forces you to be more critical about radical changes