“Whatever you’re thinking, think bigger.”
— Tony Hsieh
“Chase the vision, not the money. The money will end up following you.”
“Stop chasing the money and start chasing the passion.”
“Your culture is your brand.”
“Customer service shouldn’t just be A department, it should be the entire company.”
“Learn by doing. Theory is nice, but nothing replaces actual experience.”
“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.”
“Envision, create, and believe in your own universe, and the universe will form around you.”
“Zappos is a customer service company that just happens to sell shoes.”
“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.”
“For individuals, character is destiny. For organizations, culture is destiny.”
“Get the culture right, and everything else just falls into place.”
“Don’t be cocky. Don’t be flashy. There’s always someone better than you.”
“Just figure out what your personal values are then just make those the corporate values.”
“A great brand is a story that never stops unfolding.”
“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.”
“Problems are just mile markers. Each one we pass means we’ve gotten better.”
“Without conscious and deliberate effort, inertia always wins.”
“Help shape the stories that people are telling about you.”
“Most companies are very quick to hire and slow to fire, when really it should be the other way around.”
“Don’t play games that you don’t understand, even if you see lots of other people making money from them.”
“The best businesses are really ones that can combine passion, profits, and purpose.”
“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.”
“There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.”
“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.”
“Most innovation comes from outside your industry applied to your own.”
“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.”
“The brand is just a lagging indicator of a company’s culture.”
“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.”
“I’d rather spend money on things that improve the customer experience than on marketing.”
“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.”
“What’s the best way to build a brand for the long term? In a word: culture.”
“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.”
“To never forget that the most important thing in life is the quality of life we lead.”
“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.”
“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.”
“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.”
“Have fun. The game is a lot more enjoyable when you’re trying to do more than just make money.”
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.”
“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.”
“Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.”
“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...”
“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.”
“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.”
“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.”
“Our society in general has is more money equals more happiness and all the research has shown that that’s true up to a point, up until you can get your basic needs met, but then really there is other stuff that has a much bigger impact on your happiness besides just money.”
“Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.”
“If you’re worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.”
“A lot of people realize “I don’t have to work in this job that I’m miserable at every year, or every day, and I don’t have to live in, for example, New York City where it’s super expensive and if I live somewhere else that is less expensive and could pursue my passion like, I can afford to do that.””
“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.”
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