We must all learn not only to not fear change, but to embrace it enthusiastically and, perhaps even more important, encourage and drive it.

We asked ourselves what we wanted this company to stand for. We didn’t want to just sell shoes. I wasn’t even into shoes – but I was passionate about customer service.

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

It doesn’t cost anything to say hi when you pass someone else in the hallway, whereas, most corporations if you pass you avoid eye contact.

I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.

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.

I think the most important thing is just if you hire people whose personal values match the corporate core values – and not just the stated ones.

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

Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.

Most innovation comes from outside your industry applied to your own.