The brand is just a lagging indicator of a company's culture.

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.

Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

Envision, create, and believe in your own universe, and the universe will form around you.

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

Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.

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.