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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).
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
Four
Relationships
Happiness
Bigger
Part
Meaning
Something
Number
Really
Progress
Things
Numbers
Connectedness
Control
Perceived
Vision
Depth
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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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A great brand is a story that never stops unfolding.
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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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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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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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Success is getting to a point where you'd be truly OK with losing everything you have and starting over.
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Things are never as bad or as good as they seem.
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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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Zappos is a customer service company that just happens to sell shoes.
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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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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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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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Just figure out what your personal values are then just make those the corporate values.
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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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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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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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