Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.

We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.

A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly.

Most companies are very quick to hire and slow to fire, when really it should be the other way around.

I think the most important thing is just if you hire people whose personal values match the corporate core values - and not just the stated ones.

Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

Your culture is your brand.