Tony Hsieh Quotations

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.

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.

For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.

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

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.

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.

For me, the most fun is change or growth. There are definitely elements of both that I like. Launching a business is kind of like a motorboat: You can go very quickly and turn fast.

Usually my 'a-ha' moments are when I'm not trying to think of how to solve a particular problem.

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.

SEO expertise is a core need for today's online businesses.

You've gotta love the game. To become really good, you need to live it and sleep it.

At Zappos, one of our core values is to Pursue Growth and Learning. In the lobby of our headquarters, we have a giving library where we give away books to employees and visitors that we think will help with their growth, both personally and professionally. I can't wait to add The Compound Effect to our library.

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.

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.

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.

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

Your brand is your culture.

Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

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.

Don't be cocky. Don't be flashy. There's always someone better than you.

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.

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

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

Help shape the stories that people are telling about you.

Things are never as bad or as good as they seem.

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).

Money alone isn't enough to bring happiness... happiness is when you're actually truly ok with losing everything you have.

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.

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.

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.

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

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

I made a list of the happiest periods of my life & I realized that none of them involve money.

Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines, so Zappos... really liked the people there and got involved full-time and I've been full-time ever since.

Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.

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.

Most innovation comes from outside your industry applied to your own

After what seemed like an eternity, we finally reached the summit just as the sun was rising. I couldn't believe that we had actually done it. We were standing at the highest point in all of Africa, looking down at the clouds below us, with the sun directly in front of us, its rays welcoming us to the beginning of a new day. It didn't seem like this was something that humans were meant to experience, yet here we were

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.

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.

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

Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.

Good businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.

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

My advice is to stop trying to "network" in the traditional business sense, and instead just try to build up the number and depth of your friendships, where the friendship itself is its own reward. The more diverse your set of friendships are, the more likely you'll derive both personal and business benefits from your friendship later down the road. You won't know exactly what those benefits will be, but if your friendships are genuine, those benefits will magically appear 2-3 years later down the road.

If there are too many competitors, even if you're the best it's a lot harder to win.

Problems are just mile markers. Each one we pass means we've gotten better.

I think maybe 50 years ago people and businesses felt like they had to choose between maximizing profits and making customers happy or making employees happy, and I think we're actually living in a special time where everyone's hyperconnected, whether through Twitter or blogs and so on. Information travels so quickly that it's actually possible to have it all, to make customers happy through customer service, to make employees happy through strong company cultures, and have that actually drive growth and profits.

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."

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

Without conscious and deliberate effort, inertia always wins

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

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.

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

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

I think when people say they dread going into work on Monday morning, it's because they know they are leaving a piece of themselves at home. Why not see what happens when you challenge your employees to bring all of their talents to their job and reward them not for doing it just like everyone else, but for pushing the envelope, being adventurous, creative, and open-minded, and trying new things?

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...

Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?

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

I think a much better use of time and resources is to really focus on your existing users or customers and figure out what changes can you make in the Web site, the service, the product, whatever, to get them to come back more often to generate that repeat business and once you kind of figure out that formula, then when you get new customers the whole thing just kind of grows exponentially.

Whatever you're thinking, think bigger.

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

...the best leaders are servant leaders - they serve those they lead.

Success is getting to a point where you'd be truly OK with losing everything you have and starting over.

Chase the vision, not the money, the money will end up following you.

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.

The biggest (and hardest) lesson I've learned in life is that the external world is just a reflection of the world within.

Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.

Whatever you are thinking, think bigger.

Inspire other communities and cities to reinvent themselves.

I made a list of the happiest periods in my life, and I realized that none of them involved money. I realized that building stuff and being creative and inventive made me happy. connecting with a friend and talking through the entire night until the sun rose made me happy. Trick-or-treating in middle school with a group of my closest friends made me happy. Pickles made me happy.

Studies find top 3 most stressful moments in people's lives: death, divorce, and properly pronouncing "Worcestershire sauce."

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

Help inspire people to realize they are capable of changing the world.

A great brand is a story that never stops unfolding.

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.

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

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.

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.

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.

I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.

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.

Customer service shouldn't just be A department, it should be the entire company.

Your culture is your brand.

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.

Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.

I'd rather spend money on things that improve the customer experience than on marketing.

Stop chasing the money and start chasing the passion.

There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.