You've gotta love the game. To become really good, you need to live it and sleep it.

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

I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.

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

Don't play games that you don't understand, even if you see lots of other people making money from them.

It doesn't cost anything to say hi when you pass someone else in the hallway, whereas, most corporations if you pass you avoid eye contact.

Usually my 'a-ha' moments are when I'm not trying to think of how to solve a particular problem.