We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.

Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.

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.

Your brand is your culture.

What’s the best way to build a brand for the long term? In a word: culture.

I made a list of the happiest periods of my life & I realized that none of them involve money.

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