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"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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"The first step in exceeding your customer's expectations is to know those expectations."
Author Name
Personal Development
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
Author Name
Personal Development
"But paying is part of the game of life: it is the joy of buying that we crave."
Author Name
Personal Development
"As far as the customer is concerned, the interface is the product."
Author Name
Personal Development
"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."
Author Name
Personal Development
"If they don't want to pay for it, they can stop drinking it."
Author Name
Personal Development
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
Author Name
Personal Development
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
Author Name
Personal Development
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
Author Name
Personal Development
"Innovation comes from the producer - not from the customer."
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Personal Development
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"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."
Customer
"For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments."
Work
"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."
Values
"Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees."
Cultural
"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."
Creativity
"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."
Business
"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."
Business
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