Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.

Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

I made a list of the happiest periods of my life & I realized that none of them involve money.

Customer service shouldn't just be A department, it should be the entire company.

Don't play games that you don't understand, even if you see lots of other people making money from them.

Things are never as bad or as good as they seem.