What’s the best way to build a brand for the long term? In a word: culture.
TONY HSIEHMost companies are very quick to hire and slow to fire, when really it should be the other way around.
More Tony Hsieh Quotes
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Help shape the stories that people are telling about you.
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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.
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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.
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Learn by doing. Theory is nice, but nothing replaces actual experience.
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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.
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Get the culture right, and everything else just falls into place.
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Whatever you’re thinking, think bigger.
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Envision, create, and believe in your own universe, and the universe will form around you.
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I’d rather spend money on things that improve the customer experience than on marketing.
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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.
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Just figure out what your personal values are then just make those the corporate values.
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Money alone isn’t enough to bring happiness… happiness is when you’re actually truly ok with losing everything you have.
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Whatever you are thinking, think bigger.
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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.
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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.
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