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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.

Tony Hsieh

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

Each Other Oneself Problem
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
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
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

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

Company Customer Service
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
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
Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
TONY HSIEH

Decision Easy Principle True Yourself
Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.
TONY HSIEH

Brand Company Customer Employee Paid Talk Yourself
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.
TONY HSIEH

Balance Business Decision Growth Learning Mistake Quick
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
For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Character Culture Destiny Organization
I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.
TONY HSIEH

Easy Enjoyment Equality Life Money Society Thinking

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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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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