Looking back, a big reason we hit our goal early was that we decided to invest our time, money, and resources into three key areas: customer service … - Tony Hsieh

"The typical industry approach is [retailers] to treat vendors like the enemy... If vendors can't make a profit then they don't have money to invest in research and development, which in turn means that the products they bring to the market will be less inspiring to customers, which in turn detriments the retailer's business because customers aren't inspired to buy. People want to cut costs and negotiate aggressively because there's a limited amount of profit to be shared by both sides. As a result of this "death spiral", most retailers fail."

living by the philosophy that experiences were much more important to me than material things.

Money alone isn't enough to bring happiness . . . happiness [is] when you're actually truly ok with losing everything you have.