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For individuals, character is destiny. For organizations, culture is destiny.

Tony Hsieh

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

Call Company Customer Feeling View
Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.
TONY HSIEH

Business Culture Employee Forget Goodness Happiness Service Suffering
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.
TONY HSIEH

Company Customer Myself Passionate Service Stand
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
Just figure out what your personal values are then just make those the corporate values.
TONY HSIEH

Corporate Personal Value
There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
TONY HSIEH

Big Care Difference Inspirational Motivational Value
SEO expertise is a core need for today’s online businesses.
TONY HSIEH

Business Day Digital Need Online
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick Yourself
Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.
TONY HSIEH

Enjoyment Fun Money Try
I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.
TONY HSIEH

Believe Interest Myself
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.
TONY HSIEH

Burn Environment Feeling Hands Job Play Problem Rule Yourself
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.
TONY HSIEH

Important Oneself People Thinking Value
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

Easy Enjoyment Equality Life Money Society Thinking
Your culture is your brand.
TONY HSIEH

Brand Culture One Liner
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money

For individuals, character is destiny. For organizations, culture is destiny.

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For individuals, character is destiny. For organizations, culture is destiny.

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Popular Authors

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