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Most innovation comes from outside your industry applied to your own

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
For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Character Culture Destiny Organization
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick Yourself
Without conscious and deliberate effort, inertia always wins.
TONY HSIEH

Conscious Effort Win
Money alone isn’t enough to bring happiness… happiness is when you’re actually truly ok with losing everything you have.
TONY HSIEH

Alone Enough Happiness Lose Money True Yourself
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
Chase the vision, not the money, the money will end up following you.
TONY HSIEH

End Follow Money Vision
Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.
TONY HSIEH

Communication Feeling Foundation Honesty Open People Remember Yourself
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
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
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
We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.
TONY HSIEH

Best Build Care Culture Customer Decision Right Service
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
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
Just figure out what your personal values are then just make those the corporate values.
TONY HSIEH

Corporate Personal Value
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

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Most innovation comes from outside your industry applied to your own

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