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

Tony Hsieh

I think everyone should get a little exposure to computer science because it really forces you to think in a slightly different way, and it’s a skill that you can apply in life in general, whether you end up in computer science or not.
TONY HSIEH

Different End Exposure Force Life Science Thinking Yourself
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
Whatever you’re thinking, think bigger.
TONY HSIEH

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

Each Other Oneself Problem
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
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
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
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 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
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
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
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
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
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
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
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
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

Big Learning Thinking
To never forget that the most important thing in life is the quality of life we lead.
TONY HSIEH

Forget Important Leadership Life Quality
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
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
Things are never as bad or as good as they seem.
TONY HSIEH

Appearance Bad Goodness
SEO expertise is a core need for today’s online businesses.
TONY HSIEH

Business Day Digital Need Online
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
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
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

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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