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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
Talk
Brands
Every
Customers
Fronts
Front
Paid
Employees
Line
Employee
Lines
Brand
Company
Affect

More quotes by Tony Hsieh

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The brand is just a lagging indicator of a company's culture.
Tony Hsieh
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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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A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly.
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If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn't have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
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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.
Tony Hsieh
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Success is getting to a point where you'd be truly OK with losing everything you have and starting over.
Tony Hsieh
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To never forget that the most important thing in life is the quality of life we lead.
Tony Hsieh
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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.
Tony Hsieh
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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
Tony Hsieh
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...the best leaders are servant leaders - they serve those they lead.
Tony Hsieh
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SEO expertise is a core need for today's online businesses.
Tony Hsieh
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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.
Tony Hsieh
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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.
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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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.
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
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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.
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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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.
Tony Hsieh
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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