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

Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.

For individuals, character is destiny. For organizations, culture is destiny.

Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.

Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).

Envision, create, and believe in your own universe, and the universe will form around you.

I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.