A lot of people realize "I don't have to work in this job that I'm miserable at every year, or every day, and I don't have to live in, for example, New York City where it's super expensive and if I live somewhere else that is less expensive and could pursue my passion like, I can afford to do that."

We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.

Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.

Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?

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.

Zappos is a customer service company that just happens to sell shoes.

A lot of people realize "I don't have to work in this job that I'm miserable at every year, or every day, and I don't have to live in, for example, New York City where it's super expensive and if I live somewhere else that is less expensive and could pursue my passion like, I can afford to do that."