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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.
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
Means
Differentiate
Littles
Wow
Little
Innovative
Must
Expected
Mean
Impact
Something
Emotional
Beyond
Unconventional
Whatever
Receiver
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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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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Don't be cocky. Don't be flashy. There's always someone better than you.
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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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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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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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Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.
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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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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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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
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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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...the best leaders are servant leaders - they serve those they lead.
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SEO expertise is a core need for today's online businesses.
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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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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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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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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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