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Customer service shouldn’t just be A department, it should be the entire company.

Tony Hsieh

Without conscious and deliberate effort, inertia always wins.
TONY HSIEH

Conscious Effort Win
The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn’t based on external factors.
TONY HSIEH

Definition Happiness Lose Success True Ultimate Yourself
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.
TONY HSIEH

Acceptance Adapt Change Comfortable Company Enough Quick Response Status
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.
TONY HSIEH

Creativity Employee Environment Myself Personality Role Shine Try View
What’s the best way to build a brand for the long term? In a word: culture.
TONY HSIEH

Best Brand Build Business Culture Way
Things are never as bad or as good as they seem.
TONY HSIEH

Appearance Bad Goodness
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
Most companies are very quick to hire and slow to fire, when really it should be the other way around.
TONY HSIEH

Company Fire Quick Recruitment Slow Way
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
If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn’t have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
TONY HSIEH

Choice Company Decision Investment Myself Office People Reason Work
The brand is just a lagging indicator of a company’s culture.
TONY HSIEH

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

Forget Important Leadership Life Quality
Whatever you’re thinking, think bigger.
TONY HSIEH

Big Inspirational Thinking Yourself
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
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
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself

Customer service shouldn’t just be A department, it should be the entire company.

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Customer service shouldn’t just be A department, it should be the entire company.

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