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

Don't play games that you don't understand, even if you see lots of other people making money from them.

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.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

Don't be cocky. Don't be flashy. There's always someone better than you.

Customer service shouldn't just be A department, it should be the entire company.

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