Your most unhappy customers are your greatest source of learning.

Sometimes we do get taken by surprise. For example, when the Internet came along, we had it as a fifth or sixth priority. It wasn't like somebody told me about…

Microsoft has had clear competitors in the past. It's a good thing we have museums to document that.

Microsoft looks at new ideas, they don't evaluate whether the idea will move the industry forward, they ask, 'how will it help us sell more copies of Windows?'

'Not a bad singer, but a beginner' (When he was interviewed)

The worst customer is the silent customer. He is faithful to no one. We want the client to interact with us, writing to us and criticizing us.

Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're s…