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.

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.

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

Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.

Whatever you're thinking, think bigger.

Studies find top 3 most stressful moments in people's lives: death, divorce, and properly pronouncing "Worcestershire sauce."

Most companies are very quick to hire and slow to fire, when really it should be the other way around.