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.

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.

Usually my 'a-ha' moments are when I'm not trying to think of how to solve a particular problem.

Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines, so Zappos... really liked the people there and got involved full-time and I've been full-time ever since.

Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.

Most innovation comes from outside your industry applied to your own

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