Customer service shouldn't just be A department, it should be the entire company. — Tony Hsieh Copy Share Image
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… — Tony Hsieh Copy Share Image
Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers. — Tony Hsieh Copy Share Image
Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture? — Tony Hsieh Copy Share Image
Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's… — Tony Hsieh Copy Share Image
We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best… — Tony Hsieh Copy Share Image
Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or… — Tony Hsieh Copy Share Image
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a… — Tony Hsieh Copy Share Image
Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a… — Tony Hsieh Copy Share Image
I think a much better use of time and resources is to really focus on your existing users or customers and figure… — Tony Hsieh Copy Share Image
Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our… — Tony Hsieh Copy Share Image
I think maybe 50 years ago people and businesses felt like they had to choose between maximizing profits and making customers happy… — Tony Hsieh Copy Share Image
I'd rather spend money on things that improve the customer experience than on marketing. — Tony Hsieh Copy Share Image
Having a higher purpose is more than just about profits. You actually end up making more profits in the long run because… — Tony Hsieh Copy Share Image
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… — Tony Hsieh Copy Share Image
Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth.… — Tony Hsieh Copy Share Image
If I was going to go into an office I wanted it to be with people I would choose to be around even if… — Tony Hsieh Copy Share Image
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… — Tony Hsieh Copy Share Image
Have fun. The game is a lot more enjoyable when you're trying to do more than just make money. — Tony Hsieh Copy Share Image
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… — Tony Hsieh Copy Share Image
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 Copy Share Image
Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines,… — Tony Hsieh Copy Share Image
Problems are just mile markers. Each one we pass means we've gotten better. — Tony Hsieh Copy Share Image
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… — Tony Hsieh Copy Share Image
“that your business can avoid making some of the same ones. 7. You want to figure out the right balance of profits, passion, and… — Tony Hsieh Copy Share Image
