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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
Customer
Sell
Sells
Customers
Shoes
Service
Company
Happens

More quotes by Tony Hsieh

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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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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I made a list of the happiest periods of my life & I realized that none of them involve money.
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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.
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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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SEO expertise is a core need for today's online businesses.
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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.
Tony Hsieh
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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.
Tony Hsieh
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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.
Tony Hsieh
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Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.
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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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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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Things are never as bad or as good as they seem.
Tony Hsieh
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Just figure out what your personal values are then just make those the corporate values.
Tony Hsieh
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If you're worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.
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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Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
Tony Hsieh
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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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Learn by doing. Theory is nice, but nothing replaces actual experience.
Tony Hsieh
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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.
Tony Hsieh