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“Before we can influence the inner conversation, we must first drift to the sidelines and watch it for a little while.”

— Vironika Tugaleva

Featured in: Vironika Tugaleva Quotes

Vironika Tugaleva Quote: “Before we can influence the inner conversation, we must first drift to the sidelines and watch it for a little while.”

“Before we can influence the inner conversation, we must first drift to the sidelines and watch it for a little while.”

— Vironika Tugaleva

Vironika Tugaleva Quote: “Before we can influence the inner conversation, we must first drift to the sidelines and watch it for a little while.”

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1. “Whatever you’re thinking, think bigger.”

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2. “Chase the vision, not the money. The money will end up following you.”

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3. “Your culture is your brand.”

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4. “Customer service shouldn’t just be A department, it should be the entire company.”

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5. “Stop chasing the money and start chasing the passion.”

6. “Learn by doing. Theory is nice, but nothing replaces actual experience.”

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7. “Your personal core values define who you are, and a company’s core values ultimately define the company’s character and brand. For individuals, character is destiny. For organizations, culture is destiny.”

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8. “Envision, create, and believe in your own universe, and the universe will form around you.”

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9. “Get the culture right, and everything else just falls into place.”

10. “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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11. “For individuals, character is destiny. For organizations, culture is destiny.”

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

13. “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.”

14. “Problems are just mile markers. Each one we pass means we’ve gotten better.”

15. “A great brand is a story that never stops unfolding.”

16. “Don’t be cocky. Don’t be flashy. There’s always someone better than you.”

17. “Just figure out what your personal values are then just make those the corporate values.”

18. “Without conscious and deliberate effort, inertia always wins.”

19. “There’s a difference between knowing the path and walking the path.”

20. “Most companies are very quick to hire and slow to fire, when really it should be the other way around.”

21. “To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.”

22. “The best businesses are really ones that can combine passion, profits, and purpose.”

23. “Help shape the stories that people are telling about you.”

24. “Don’t play games that you don’t understand, even if you see lots of other people making money from them.”

25. “There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.”

26. “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.”

27. “What’s the best way to build a brand for the long term? In a word: culture.”

28. “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.”

29. “Never accept or be too comfortable with the status quo, because the companies that get into trouble are historically the ones that aren’t able to adapt to change and respond quickly enough.”

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

31. “I’d rather spend money on things that improve the customer experience than on marketing.”

32. “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.”

33. “We must all learn not only to not fear change, but to embrace it enthusiastically and, perhaps even more important, encourage and drive it.”

34. “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.”

35. “Most innovation comes from outside your industry applied to your own.”

36. “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.”

37. “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.”

38. “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.”

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

40. “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.”

41. “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.”

42. “To never forget that the most important thing in life is the quality of life we lead.”

43. “I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.”

44. “Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.”

45. “Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.”

46. “Zappos uses call center technology to track average call time per agent. But the goal isn’t to reduce this average – it’s more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.”

47. “I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.”

48. “Your brand is your culture.”

49. “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.”

50. “You’ve gotta love the game. To become really good, you need to live it and sleep it.”

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