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

Tony Hsieh

If you’re worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.
TONY HSIEH

Basic Contribution Food Money Worry Yourself
Get the culture right, and everything else just falls into place.
TONY HSIEH

Culture Fall Place Right
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
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
Envision, create, and believe in your own universe, and the universe will form around you.
TONY HSIEH

Believe Form Spiritual Universe Vision 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
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

Big Learning Thinking
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
Without conscious and deliberate effort, inertia always wins.
TONY HSIEH

Conscious Effort Win
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
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
The best businesses are really ones that can combine passion, profits, and purpose.
TONY HSIEH

Best Business Combination Purpose
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
Your brand is your culture.
TONY HSIEH

Brand Culture One Liner
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
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

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

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

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