There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.

A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly.

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.

We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.

I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.

Success is getting to a point where you'd be truly OK with losing everything you have and starting over.

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