Customer service shouldn't just be A department, it should be the entire company.

Stop chasing the money and start chasing the passion.

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.

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

The biggest (and hardest) lesson I've learned in life is that the external world is just a reflection of the world within.

I think maybe 50 years ago people and businesses felt like they had to choose between maximizing profits and making customers happy or making employees happy, and I think we're actually living in a special time where everyone's hyperconnected, whether through Twitter or blogs and so on. Information travels so quickly that it's actually possible to have it all, to make customers happy through customer service, to make employees happy through strong company cultures, and have that actually drive growth and profits.

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