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.

I think the most important thing is just if you hire people whose personal values match the corporate core values - and not just the stated ones.

Don't play games that you don't understand, even if you see lots of other people making money from them.

Zappos is a customer service company that just happens to sell shoes.

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.

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.

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.