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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

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

Company Customer Department Service
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
Just figure out what your personal values are then just make those the corporate values.
TONY HSIEH

Corporate Personal Value
Success is getting to a point where you’d be truly OK with losing everything you have and starting over.
TONY HSIEH

Lose Start Success True Yourself
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.
TONY HSIEH

Environment Myself People Role Work
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
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
I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.
TONY HSIEH

Believe Interest Myself
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
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
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
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
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.
TONY HSIEH

Company Employee End Engagement Profit Purpose See
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

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.

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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.

Related Topics

Popular Authors

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