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.

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

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A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly.

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

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I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.

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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.

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For me, the most fun is change or growth. There are definitely elements of both that I like. Launching a business is kind of like a motorboat: You can go very quickly and turn fast.

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