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Envision, create, and believe in your own universe, and the universe will form around you.

Tony Hsieh

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
Twitter is like hugging. Just because it’s hard to measure the return on investment doesn’t mean there isn’t value there.
TONY HSIEH

Hard Hug Measurement Value
If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn’t have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
TONY HSIEH

Choice Company Decision Investment Myself Office People Reason Work
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
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
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
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
Whatever you’re thinking, think bigger.
TONY HSIEH

Big Inspirational Thinking Yourself
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
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
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
Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.
TONY HSIEH

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

Company Customer Department Service
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself

Envision, create, and believe in your own universe, and the universe will form around you.

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Envision, create, and believe in your own universe, and the universe will form around you.

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Popular Authors

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