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Zappos is a customer service company that just happens to sell shoes.

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
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick 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
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
Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).
TONY HSIEH

Big Connection Control Happiness Relationship Vision
To never forget that the most important thing in life is the quality of life we lead.
TONY HSIEH

Forget Important Leadership Life Quality
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
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.
TONY HSIEH

Belief Brand Culture Empowerment Greatness Ourselves Passionate
Twitter is like hugging. Just because it’s hard to measure the return on investment doesn’t mean there isn’t value there.
TONY HSIEH

Hard Hug Measurement Value
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
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
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
Help shape the stories that people are telling about you.
TONY HSIEH

Help People Story Yourself
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
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.
TONY HSIEH

Balance Business Decision Growth Learning Mistake Quick
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.

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Zappos is a customer service company that just happens to sell shoes.

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