I felt strongly that search- as a product- was just going to continue to face more and more revenue pressure, forcing us to show more and more ads, and inevitably making the product worse over time.

I looked at these people as hecklers... as a comedian, that's what you do. You rebound heckling with comedy. I had to think of funny, witty ways to make them look foolish for giving the abuse. The way I did that (and still do it today) is to retweet or screenshot what they said, however vile, extreme or unpleasant – and think of something to say back which defuses it, disarms them, and makes them look stupid.

We often project our 'superhero' aspirations onto our leaders and vulnerability, and other more human traits, are not always encouraged. Organisational leaders often experience loneliness, and the 'truth' within their company is often illusive to them because subordinates will often tell them what they want to hear.

Invention has to be about the dream, there's an ingredient which you can't put in a business plan- it's intangible- but I saw it, it was there.

Your brain has an agenda: to make you feel good about you. So if you're the CEO, and you decided to launch a product two weeks ago, your brain assumes, 'Well, that must have been the right decision.' It starts scanning the environment for proof — cherry-picking anything that confirms you were right.