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