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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
Happens
Customer
Sell
Sells
Customers
Shoes
Service
Company

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Things are never as bad or as good as they seem.
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For individuals, character is destiny. For organizations, culture is destiny.
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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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I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.
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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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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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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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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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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Help shape the stories that people are telling about you.
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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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SEO expertise is a core need for today's online businesses.
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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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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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I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.
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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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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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The brand is just a lagging indicator of a company's culture.
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I made a list of the happiest periods of my life & I realized that none of them involve money.
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