Without conscious and deliberate effort, inertia always wins

Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company.

Help shape the stories that people are telling about you.

I think everyone should get a little exposure to computer science because it really forces you to think in a slightly different way, and it's a skill that you can apply in life in general, whether you end up in computer science or not.

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.

At Zappos, one of our core values is to Pursue Growth and Learning. In the lobby of our headquarters, we have a giving library where we give away books to employees and visitors that we think will help with their growth, both personally and professionally. I can't wait to add The Compound Effect to our library.

The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn't based on external factors.