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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

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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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Learn by doing. Theory is nice, but nothing replaces actual experience.
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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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Help shape the stories that people are telling about you.
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SEO expertise is a core need for today's online businesses.
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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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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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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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There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
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Inspire other communities and cities to reinvent themselves.
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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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Money alone isn't enough to bring happiness... happiness is when you're actually truly ok with losing everything you have.
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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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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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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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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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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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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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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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