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… — 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 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… — Tony Hsieh Copy Share
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 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… — Tony Hsieh Copy Share
“that your business can avoid making some of the same ones. 7. You want to figure out the right balance of profits, passion, and purpose in business and in life. 6. You want to build a long-term, enduring business and brand. 5. You want to create a stronger company culture, which will make your employees and coworkers happier and create… — Tony Hsieh Copy Share
