"We’ve all heard of Dr. Elisabeth Kubler-Ross’ five stages of grief: denial, anger, bargaining, depression, and acceptance. In contrast, I realized, happiness has four stages. To eke out the most happiness from an experience we must: anticipate it, savor it as it unfolds, express happiness, and recall a happy memory."

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The fact that used cars is our largest category is a good example. We would not have sat in a conference room and said, "Hey, how about used cars?" So what can be learned that is extensible to other companies is to ask what are your customers doing with your products that maybe you didn't anticipate that they would do? How do you think of your customers as your research and development lab, as opposed to having an R&D lab at headquarters?

— Meg Whitman