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Zappos is a customer service company that just happens to sell shoes.

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
Shoes
Service
Company
Happens
Customer
Sell
Sells
Customers

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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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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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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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Learn by doing. Theory is nice, but nothing replaces actual experience.
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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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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.
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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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SEO expertise is a core need for today's online businesses.
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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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Help shape the stories that people are telling about you.
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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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Don't be cocky. Don't be flashy. There's always someone better than you.
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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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A great brand is a story that never stops unfolding.
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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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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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Inspire other communities and cities to reinvent themselves.
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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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