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 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.

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

Get the culture right, and everything else just falls into place.

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.

The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn't based on external factors.

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