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

Tony Hsieh

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

Help People Story Yourself
There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
TONY HSIEH

Big Care Difference Inspirational Motivational Value
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself
Get the culture right, and everything else just falls into place.
TONY HSIEH

Culture Fall Place Right
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.
TONY HSIEH

Call Company Customer Feeling View
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
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

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

Conscious Effort Win
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.
TONY HSIEH

Business Culture Employee Forget Goodness Happiness Service Suffering
To never forget that the most important thing in life is the quality of life we lead.
TONY HSIEH

Forget Important Leadership Life Quality
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
Things are never as bad or as good as they seem.
TONY HSIEH

Appearance Bad Goodness
Money alone isn’t enough to bring happiness… happiness is when you’re actually truly ok with losing everything you have.
TONY HSIEH

Alone Enough Happiness Lose Money True Yourself
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service

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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