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The brand is just a lagging indicator of a company’s culture.

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

Customer Improvement Marketing Money
SEO expertise is a core need for today’s online businesses.
TONY HSIEH

Business Day Digital Need Online
I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.
TONY HSIEH

Easy Enjoyment Equality Life Money Society Thinking
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
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
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World
Get the culture right, and everything else just falls into place.
TONY HSIEH

Culture Fall Place Right
The brand is just a lagging indicator of a company’s culture.
TONY HSIEH

Brand Company Culture
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
I think everyone should get a little exposure to computer science because it really forces you to think in a slightly different way, and it’s a skill that you can apply in life in general, whether you end up in computer science or not.
TONY HSIEH

Different End Exposure Force Life Science 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
Envision, create, and believe in your own universe, and the universe will form around you.
TONY HSIEH

Believe Form Spiritual Universe Vision Yourself
The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
TONY HSIEH

Burn Environment Feeling Hands Job Play Problem Rule Yourself

The brand is just a lagging indicator of a company’s culture.

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The brand is just a lagging indicator of a company’s culture.

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