Quote

We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.

Tony Hsieh

Change background

T
T
T

Change font

TAGS & TOPICS

Tony Hsieh
Age: 46 †
Born: 1973
Born: December 12
Died: 2020
Died: November 27
Businessperson
Computer Scientist
Entrepreneur
Internet Entrepreneur
Urbana
Illinois
Xie Jiahua
Tony Xie
Take
Service
Right
Decided
Like
Building
Delivering
Culture
Customer
Stuff
Brand
Around
Brands
Care
Marketing
Best
Customers

More quotes by Tony Hsieh

Image
If you're worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.
Tony Hsieh
Image
Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.
Tony Hsieh
Image
Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
Tony Hsieh
Image
You've gotta love the game. To become really good, you need to live it and sleep it.
Tony Hsieh
Image
Just figure out what your personal values are then just make those the corporate values.
Tony Hsieh
Image
Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
Tony Hsieh
Image
I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.
Tony Hsieh
Image
Most companies are very quick to hire and slow to fire, when really it should be the other way around.
Tony Hsieh
Image
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
Tony Hsieh
Image
Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines, so Zappos... really liked the people there and got involved full-time and I've been full-time ever since.
Tony Hsieh
Image
Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.
Tony Hsieh
Image
The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
Tony Hsieh
Image
Having a higher purpose is more than just about profits. You actually end up making more profits in the long run because employees really are a lot more engaged and customers see the higher purpose in the company.
Tony Hsieh
Image
Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.
Tony Hsieh
Image
The brand is just a lagging indicator of a company's culture.
Tony Hsieh
Image
Inspire other communities and cities to reinvent themselves.
Tony Hsieh
Image
Don't be cocky. Don't be flashy. There's always someone better than you.
Tony Hsieh
Image
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.
Tony Hsieh
Image
Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
Tony Hsieh
Image
A great brand is a story that never stops unfolding.
Tony Hsieh