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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

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

Character Culture Destiny Organization
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.
TONY HSIEH

Belief Brand Culture Empowerment Greatness Ourselves Passionate
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
Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.
TONY HSIEH

Brand Company Customer Employee Paid Talk Yourself
Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.
TONY HSIEH

Communication Feeling Foundation Honesty Open People Remember Yourself
Don’t play games that you don’t understand, even if you see lots of other people making money from them.
TONY HSIEH

Game Money People Play Understand Yourself
Whatever you are thinking, think bigger.
TONY HSIEH

Big Thinking 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
Whatever you’re thinking, think bigger.
TONY HSIEH

Big Inspirational Thinking Yourself
If there are too many competitors, even if you’re the best it’s a lot harder to win.
TONY HSIEH

Best Competition Hard Win Yourself
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
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
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
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

Best Build Care Culture Customer Decision Right Service
The brand is just a lagging indicator of a company’s culture.
TONY HSIEH

Brand Company Culture
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself

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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Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.

Related Topics

Popular Authors

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