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.

Launching a business is kind of like a motorboat: You can go very quickly and turn fast.

The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.

Just figure out what your personal values are then just make those the corporate values.

Things are never as bad or as good as they seem.

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.

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