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.

Learn by doing. Theory is nice, but nothing replaces actual experience.

The best businesses are really ones that can combine passion, profits, and purpose.

...the best leaders are servant leaders - they serve those they lead.

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.

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

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.