I'd rather spend money on things that improve the customer experience than on marketing.

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.

Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.

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

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

Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.

Business is all about learning to balance the short-term, medium-term and long-term and I think it's when things are going well it covers up a lot of mistakes and bad decisions because you're growing so quickly.