I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEHMost companies are very quick to hire and slow to fire, when really it should be the other way around.
More Tony Hsieh Quotes
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Get the culture right, and everything else just falls into place.
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A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it’s harder to turn quickly.
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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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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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What’s the best way to build a brand for the long term? In a word: culture.
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The best leaders are servant leaders – they serve those they lead.
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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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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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Envision, create, and believe in your own universe, and the universe will form around you.
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Success is getting to a point where you’d be truly OK with losing everything you have and starting over.
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Stop chasing the money and start chasing the passion.
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Hopefully 10 years from now people won’t even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.
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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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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).
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Inspire other communities and cities to reinvent themselves.
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