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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.

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
Wanted
Shoes
Even
Service
Asked
Customer
Wasn
Boots
Stand
Sell
Company
Sells
Inspirational
Customers
Didn
Passionate

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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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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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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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A lot of people realize I don't have to work in this job that I'm miserable at every year, or every day, and I don't have to live in, for example, New York City where it's super expensive and if I live somewhere else that is less expensive and could pursue my passion like, I can afford to do that.
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I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
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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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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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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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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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Studies find top 3 most stressful moments in people's lives: death, divorce, and properly pronouncing Worcestershire sauce.
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Learn by doing. Theory is nice, but nothing replaces actual experience.
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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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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.
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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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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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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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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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