Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).
TONY HSIEHGood businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
More Tony Hsieh Quotes
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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.
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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.
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Problems are just mile markers. Each one we pass means we’ve gotten better.
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Your brand is your culture.
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I’d rather spend money on things that improve the customer experience than on marketing.
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Whatever you are thinking, think bigger.
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Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
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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.
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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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The best leaders are servant leaders – they serve those they lead.
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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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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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Help shape the stories that people are telling about you.
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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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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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Chase the vision, not the money, the money will end up following you.
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Help inspire people to realize they are capable of changing the world.
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Without conscious and deliberate effort, inertia always wins.
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Zappos is a customer service company that just happens to sell shoes.
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Inspire other communities and cities to reinvent themselves.
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Never accept or be too comfortable with the status quo, because the companies that get into trouble are historically the ones that aren’t able to adapt to change and respond quickly enough.
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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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Having a higher purpose is more than just about profits. You actually end up making more profits in the long run because employees really are a lot more engaged and customers see the higher purpose in the company.
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If there are too many competitors, even if you’re the best it’s a lot harder to win.
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A great brand is a story that never stops unfolding.
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Customer service shouldn’t just be A department, it should be the entire company.
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