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

Tony Hsieh

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
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
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
For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Character Culture Destiny Organization
What’s the best way to build a brand for the long term? In a word: culture.
TONY HSIEH

Best Brand Build Business Culture Way
Just figure out what your personal values are then just make those the corporate values.
TONY HSIEH

Corporate Personal Value
Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.
TONY HSIEH

Enjoyment Fun Money Try
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
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
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
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
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
If there are too many competitors, even if you’re the best it’s a lot harder to win.
TONY HSIEH

Best Competition Hard Win Yourself
Things are never as bad or as good as they seem.
TONY HSIEH

Appearance Bad Goodness
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
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
The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn’t based on external factors.
TONY HSIEH

Definition Happiness Lose Success True Ultimate 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
Chase the vision, not the money, the money will end up following you.
TONY HSIEH

End Follow Money Vision
Most innovation comes from outside your industry applied to your own
TONY HSIEH

Industry Innovation Yourself
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
I think the most important thing is just if you hire people whose personal values match the corporate core values – and not just the stated ones.
TONY HSIEH

Important Oneself People Thinking Value
Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
TONY HSIEH

Company Culture Customer Employee Print Yourself
If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn’t have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
TONY HSIEH

Choice Company Decision Investment Myself Office People Reason Work
To never forget that the most important thing in life is the quality of life we lead.
TONY HSIEH

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

Business Fast Kind Quick Yourself

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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