If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn't have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.

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.

Stop chasing the money and start chasing the passion.

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

What’s the best way to build a brand for the long term? In a word: culture.

Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.

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.