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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

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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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Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
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The brand is just a lagging indicator of a company's culture.
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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 never forget that the most important thing in life is the quality of life we lead.
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Help shape the stories that people are telling about you.
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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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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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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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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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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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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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Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.
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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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Don't be cocky. Don't be flashy. There's always someone better than you.
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For individuals, character is destiny. For organizations, culture is destiny.
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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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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.
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