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

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Just figure out what your personal values are then just make those the corporate values.
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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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.
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A great brand is a story that never stops unfolding.
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Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
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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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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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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 best leaders are servant leaders - they serve those they lead.
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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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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.
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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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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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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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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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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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Inspire other communities and cities to reinvent themselves.
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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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