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.

Without conscious and deliberate effort, inertia always wins

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

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.

Having a higher purpose is more than just about profits. You actually end up making more profits in the long run because employees really are a lot more engaged and customers see the higher purpose in the company.

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

Help shape the stories that people are telling about you.