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What’s the best way to build a brand for the long term? In a word: culture.

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
Most companies are very quick to hire and slow to fire, when really it should be the other way around.
TONY HSIEH

Company Fire Quick Recruitment Slow Way
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
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
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
Chase the vision, not the money, the money will end up following you.
TONY HSIEH

End Follow Money Vision
A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it’s harder to turn quickly.
TONY HSIEH

Big Business Quick Yourself
Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
TONY HSIEH

Business Drive Goodness Greatness Profit
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
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

Big Learning Thinking
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
Don’t be cocky. Don’t be flashy. There’s always someone better than you.
TONY HSIEH

Attitude Better Humble Yourself
I made a list of the happiest periods of my life & I realized that none of them involve money.
TONY HSIEH

Happiness Life Money Myself
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
The best businesses are really ones that can combine passion, profits, and purpose.
TONY HSIEH

Best Business Combination Purpose

What’s the best way to build a brand for the long term? In a word: culture.

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What’s the best way to build a brand for the long term? In a word: culture.

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