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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
Something
Emotional
Beyond
Unconventional
Whatever
Receiver
Means
Differentiate
Littles
Wow
Little
Innovative
Must
Expected
Mean
Impact

More quotes by Tony Hsieh

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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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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.
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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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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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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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For individuals, character is destiny. For organizations, culture is destiny.
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There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
Tony Hsieh
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If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn't have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
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A great brand is a story that never stops unfolding.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
Tony Hsieh
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Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.
Tony Hsieh
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You've gotta love the game. To become really good, you need to live it and sleep it.
Tony Hsieh