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Your brand is your culture.

Tony Hsieh

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

Company Customer Service
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
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
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

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

Game Money People Play Understand Yourself
The best businesses are really ones that can combine passion, profits, and purpose.
TONY HSIEH

Best Business Combination Purpose
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
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
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.
TONY HSIEH

Customer Forget Hope People Place Service Start
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 HSIEH

Big Connection Control Happiness Relationship Vision
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.
TONY HSIEH

Call Company Customer Feeling View
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.
TONY HSIEH

Big Business Quick Yourself
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop

Your brand is your culture.

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Your brand is your culture.

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