"If we live in the here and now, each moment is a surprise, every instant a new wonder. But it often fails to work this way. Onto the present we superimpose our expectations and opinions, based on the past or future. We meet someone, and we already anticipate what he/she will be like and what they will say."

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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