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… — 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
Learn by doing. Theory is nice, but nothing replaces actual experience. — Tony Hsieh Copy Share Image
Most companies are very quick to hire and slow to fire, when really it should be the other way around. — Tony Hsieh Copy Share Image
