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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
Service
Company
Happens
Customer
Sell
Sells
Customers
Shoes

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The brand is just a lagging indicator of a company's culture.
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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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SEO expertise is a core need for today's online businesses.
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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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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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Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
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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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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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Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
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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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I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
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...the best leaders are servant leaders - they serve those they lead.
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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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Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company.
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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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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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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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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.
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