“Your culture is your brand.”

Our customers call and e-mail us to say that’s how it feels when a Zappos box arrives. And that’s how we view this company.

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.

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

Hopefully 10 years from now people won’t even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.

Never accept or be too comfortable with the status quo, because the companies that get into trouble are historically the ones that aren’t able to adapt to change and respond quickly enough.

To never forget that the most important thing in life is the quality of life we lead.

Success is getting to a point where you’d be truly OK with losing everything you have and starting over.

Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).

I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.

Chase the vision, not the money, the money will end up following you.

Help shape the stories that people are telling about you.

If there are too many competitors, even if you’re the best it’s a lot harder to win.

Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.

I’d rather spend money on things that improve the customer experience than on marketing.

Whatever you’re thinking, think bigger.

For individuals, character is destiny. For organizations, culture is destiny.

Attention to detail is crucial in my roles as a real estate developer and principal of a lifestyle brand. Fine jewelry is especially intricate and requires a very well trained eye.

I’ve also built my own business, and obviously it’s a brand that I’ve built and it’s wholly owned by me and something that certainly my experience observing him and working with him and for him has informed how I make business decisions around my brand. But it’s my company.

I don’t necessarily have favorite brands.

I’ve got the hottest brand in the world.

Entrepreneurship is about freedom, a chance to build a brand, an institution, showing the new way of doing something. 

I’ve gotten used to being Frank Ocean.

Small changes, such as thrifting instead of buying new, supporting sustainable brands, and air-drying your clothes, can make a huge difference.

The kind of roles which you get, people identify with your roles, and it then leads to the kind of brands you get.