For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.

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.

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.

Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it's not what you say or what you do, but how you make people feel that matters the most.

Inspire other communities and cities to reinvent themselves.

You've gotta love the game. To become really good, you need to live it and sleep it.

Envision, create, and believe in your own universe, and the universe will form around you.