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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

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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
Best
Customers
Take
Service
Right
Decided
Like
Building
Delivering
Culture
Customer
Stuff
Brand
Around
Brands
Care
Marketing

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A great brand is a story that never stops unfolding.
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Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.
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Zappos is a customer service company that just happens to sell shoes.
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There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
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To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.
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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.
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The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn't based on external factors.
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If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn't have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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 best leaders are servant leaders - they serve those they lead.
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It doesn't cost anything to say hi when you pass someone else in the hallway, whereas, most corporations if you pass you avoid eye contact.
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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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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.
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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.
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Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.
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Success is getting to a point where you'd be truly OK with losing everything you have and starting over.
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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.
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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.
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The brand is just a lagging indicator of a company's culture.
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