Your brand is your culture.
TONY HSIEHWe 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.
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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Most innovation comes from outside your industry applied to your own
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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.
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The brand is just a lagging indicator of a company’s culture.
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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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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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Things are never as bad or as good as they seem.
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A great brand is a story that never stops unfolding.
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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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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.
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Problems are just mile markers. Each one we pass means we’ve gotten better.
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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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Chase the vision, not the money, the money will end up following you.
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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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The biggest (and hardest) lesson I’ve learned in life is that the external world is just a reflection of the world within.
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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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Get the culture right, and everything else just falls into place.
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The best businesses are really ones that can combine passion, profits, and purpose.
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Customer service shouldn’t just be A department, it should be the entire company.
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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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Zappos is a customer service company that just happens to sell shoes.
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Help inspire people to realize they are capable of changing the world.
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I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.
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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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Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.
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The best leaders are servant leaders – they serve those they lead.
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