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

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.

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.

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.

My background was producing and writing and performing in television when I started out, and I really missed that, that whole creative process that comes from sort of 'me' storytelling.

Music, like film, is an incredible tool for creating empathy.

If architecture is, as is sometimes said, music set in concrete, then football and basketball may be said to be creativity embodied in team sports.

I always wanted to be an artist, writer and poet since I was seven, and one has to live long enough to evolve as an artist and do one's finest work.