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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.
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
Line
Employee
Lines
Brand
Company
Affect
Talk
Brands
Every
Customers
Fronts
Front
Paid
Employees
More quotes by Tony Hsieh
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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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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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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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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
...the best leaders are servant leaders - they serve those they lead.
Tony Hsieh
Help shape the stories that people are telling about you.
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A great brand is a story that never stops unfolding.
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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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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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I made a list of the happiest periods of my life & I realized that none of them involve money.
Tony Hsieh
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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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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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
SEO expertise is a core need for today's online businesses.
Tony Hsieh
Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
Tony Hsieh
The brand is just a lagging indicator of a company's culture.
Tony Hsieh
Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
Tony Hsieh
