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

I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.

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.

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

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.

For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.

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.