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

More quotes by Tony Hsieh

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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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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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To never forget that the most important thing in life is the quality of life we lead.
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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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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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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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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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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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A great brand is a story that never stops unfolding.
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Help shape the stories that people are telling about you.
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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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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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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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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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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.
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The brand is just a lagging indicator of a company's culture.
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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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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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Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
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