Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it's not what you say or what you do, but how you make people feel that matters the most.

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.

If there are too many competitors, even if you're the best it's a lot harder to win.

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

If you're focused on the friendship as its own reward, serendipitous stuff just happens. I know that sounds weird, but I can tell you for our 12 years of existence, it's actually how a lot of stuff happens.

Money alone isn't enough to bring happiness... happiness is when you're actually truly ok with losing everything you have.

Launching a business is kind of like a motorboat: You can go very quickly and turn fast.