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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.
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
Forget
Employee
Culture
Ultimately
Often
Customers
Inspirational
Unhappy
Good
Suffer
Retail
Service
Employees
Focus
Deliver
Suffering
Businesses
More quotes by Tony Hsieh
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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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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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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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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Learn by doing. Theory is nice, but nothing replaces actual experience.
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...the best leaders are servant leaders - they serve those they lead.
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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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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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Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.
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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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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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A great brand is a story that never stops unfolding.
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If someone is self-aware, then they can always continue to grow. If they're not self-aware, I think it's harder for them to evolve or adapt beyond who they already are.
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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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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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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Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
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Don't be cocky. Don't be flashy. There's always someone better than you.
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For individuals, character is destiny. For organizations, culture is destiny.
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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