If someone is self-aware, then they can always continue to grow. If they're not self-aware, I think it's harder for them to evolve or adapt beyond who they already are.

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

Without conscious and deliberate effort, inertia always wins

If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn't have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.

If you're worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.

Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?

Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.