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

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I think everyone should get a little exposure to computer science because it really forces you to think in a slightly different way, and it's a skill that you can apply in life in general, whether you end up in computer science or not.
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Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
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Inspire other communities and cities to reinvent themselves.
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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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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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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.
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Studies find top 3 most stressful moments in people's lives: death, divorce, and properly pronouncing Worcestershire sauce.
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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 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.
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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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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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Just figure out what your personal values are then just make those the corporate values.
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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.
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Don't be cocky. Don't be flashy. There's always someone better than you.
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Zappos is a customer service company that just happens to sell shoes.
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Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).
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Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.
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The brand is just a lagging indicator of a company's culture.
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I made a list of the happiest periods of my life & I realized that none of them involve money.
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Business is all about learning to balance the short-term, medium-term and long-term and I think it's when things are going well it covers up a lot of mistakes and bad decisions because you're growing so quickly.
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