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Don’t play games that you don’t understand, even if you see lots of other people making money from them.

Tony Hsieh

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
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
To never forget that the most important thing in life is the quality of life we lead.
TONY HSIEH

Forget Important Leadership Life Quality
The brand is just a lagging indicator of a company’s culture.
TONY HSIEH

Brand Company Culture
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service
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
SEO expertise is a core need for today’s online businesses.
TONY HSIEH

Business Day Digital Need Online
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
Your personal core values define who you are, and a company’s core values ultimately define the company’s character and brand. For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Brand Character Culture Definition Destiny Organization Personal Value
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
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
Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
TONY HSIEH

Company Culture Customer Employee Print Yourself
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
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself
Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
TONY HSIEH

Decision Easy Principle True 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

Don’t play games that you don’t understand, even if you see lots of other people making money from them.

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Don’t play games that you don’t understand, even if you see lots of other people making money from them.

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Popular Authors

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