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

Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.

For individuals, character is destiny. For organizations, culture is destiny.

Without conscious and deliberate effort, inertia always wins

...the best leaders are servant leaders - they serve those they lead.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines, so Zappos... really liked the people there and got involved full-time and I've been full-time ever since.