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Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.

Tony Hsieh

The biggest (and hardest) lesson I’ve learned in life is that the external world is just a reflection of the world within.
TONY HSIEH

Game Learning Lesson Love Myself Reflection World
The brand is just a lagging indicator of a company’s culture.
TONY HSIEH

Brand Company Culture
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
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
If someone is self-aware, then they can always continue to grow. If they’re not self-aware, I think it’s harder for them to evolve or adapt beyond who they already are.
TONY HSIEH

Aware Beyond Evolution Growth Hard Myself Thinking
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
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.
TONY HSIEH

Avoid Contact Corporation Cost Eyes Hall
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
I’d rather spend money on things that improve the customer experience than on marketing.
TONY HSIEH

Customer Improvement Marketing Money
Without conscious and deliberate effort, inertia always wins.
TONY HSIEH

Conscious Effort Win
Whatever you are thinking, think bigger.
TONY HSIEH

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

Business Drive Goodness Greatness Profit
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
Success is getting to a point where you’d be truly OK with losing everything you have and starting over.
TONY HSIEH

Lose Start Success True Yourself
I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.
TONY HSIEH

Believe Interest Myself
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
Get the culture right, and everything else just falls into place.
TONY HSIEH

Culture Fall Place Right
Don’t play games that you don’t understand, even if you see lots of other people making money from them.
TONY HSIEH

Game Money People Play Understand Yourself
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
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.
TONY HSIEH

Best Build Care Culture Customer Decision Right Service
Just figure out what your personal values are then just make those the corporate values.
TONY HSIEH

Corporate Personal Value
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.
TONY HSIEH

Company Customer Myself Passionate Service Stand
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
Your culture is your brand.
TONY HSIEH

Brand Culture One Liner
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.
TONY HSIEH

Communication Feeling Foundation Honesty Open People Remember Yourself

Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.

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Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.

Related Topics

Popular Authors

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