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Most innovation comes from outside your industry applied to your own

Tony Hsieh

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
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
The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
TONY HSIEH

Burn Environment Feeling Hands Job Play Problem Rule Yourself
The best businesses are really ones that can combine passion, profits, and purpose.
TONY HSIEH

Best Business Combination Purpose
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
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
Your culture is your brand.
TONY HSIEH

Brand Culture One Liner
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
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
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick Yourself
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
It doesn’t cost anything to say hi when you pass someone else in the hallway, whereas, most corporations if you pass you avoid eye contact.
TONY HSIEH

Avoid Contact Corporation Cost Eyes Hall
I made a list of the happiest periods of my life & I realized that none of them involve money.
TONY HSIEH

Happiness Life Money Myself
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service
There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
TONY HSIEH

Big Care Difference Inspirational Motivational Value
If you’re focused on the friendship as its own reward, serendipitous stuff just happens. I know that sounds weird, but I can tell you for our 12 years of existence, it’s actually how a lot of stuff happens.
TONY HSIEH

Existence Focus Friendship Myself Reward

Most innovation comes from outside your industry applied to your own

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Most innovation comes from outside your industry applied to your own

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