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

Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.

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.

Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.

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.

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.

If you're focused on the friendship as its own reward, serendipitous stuff just happens. I know that sounds weird, but I can tell you for our 12 years of existence, it's actually how a lot of stuff happens.