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The brand is just a lagging indicator of a company's culture.

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
Culture
Lagging
Indicator
Indicators
Brand
Brands
Company

More quotes by Tony Hsieh

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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.
Tony Hsieh
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I made a list of the happiest periods of my life & I realized that none of them involve money.
Tony Hsieh
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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.
Tony Hsieh
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Inspire other communities and cities to reinvent themselves.
Tony Hsieh
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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.
Tony Hsieh
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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
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For individuals, character is destiny. For organizations, culture is destiny.
Tony Hsieh
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I think the most important thing is just if you hire people whose personal values match the corporate core values - and not just the stated ones.
Tony Hsieh
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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.
Tony Hsieh
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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
Tony Hsieh
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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
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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.
Tony Hsieh
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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.
Tony Hsieh
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Zappos is a customer service company that just happens to sell shoes.
Tony Hsieh
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Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.
Tony Hsieh
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Help shape the stories that people are telling about you.
Tony Hsieh
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Just figure out what your personal values are then just make those the corporate values.
Tony Hsieh
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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.
Tony Hsieh
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A great brand is a story that never stops unfolding.
Tony Hsieh
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Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
Tony Hsieh