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 HSIEHWithout conscious and deliberate effort, inertia always wins.
More Tony Hsieh Quotes
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Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.
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Problems are just mile markers. Each one we pass means we’ve gotten better.
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I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.
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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.
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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.
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The brand is just a lagging indicator of a company’s culture.
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Your brand is your culture.
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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.
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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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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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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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Whatever you’re thinking, think bigger.
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Most innovation comes from outside your industry applied to your own
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Inspire other communities and cities to reinvent themselves.
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Twitter is like hugging. Just because it’s hard to measure the return on investment doesn’t mean there isn’t value there.
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