--- title: "Meaning & Key Takeaway of: Branding Through Customer Service Over…" description: "\"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 philos..." image: "https://sms4smile.com/quotes/i/579/tony-hsieh-6336_advertising_branding-through-customer-service-over-t_34307.png" --- # Branding Through Customer Service Over the years, the… ![“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…” quote by Tony Hsieh](https://sms4smile.com/quotes/i/579/tony-hsieh-6336_advertising_branding-through-customer-service-over-t_34307.png) [Download](https://sms4smile.com/quotes/i/579/tony-hsieh-6336_advertising_branding-through-customer-service-over-t_34307.png) [Open image](https://sms4smile.com/quotes/i/579/tony-hsieh-6336_advertising_branding-through-customer-service-over-t_34307.png) > “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.” [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) ## About This Quote This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation. Investing in exceptional service creates loyal customers who become organic promoters, driving growth more sustainably than paid ads. **In simple terms:** Service fuels word‑of‑mouth growth. Key Takeaway Great service = free marketing. Themes Customer loyalty Word of mouth Brand differentiation Customer experience Growth strategy Mood optimistic confident Type business insight leadership advice When to use this quote - Launching a new brand - Competing with low‑cost rivals - Improving churn rates - Scaling a subscription business Key Concepts Customer service Brand equity Referral marketing Practical Applications - Designing a service‑first culture - Allocating budget to support teams Questions to Reflect On - How can we measure the ROI of service investments? - What service moments most influence referrals? ★ ★ ★ ★ ★ No ratings yet [Advertising](https://sms4smile.com/quotes/about/advertising/) [Branding](https://sms4smile.com/quotes/about/branding/) [Customer](https://sms4smile.com/quotes/about/customer/) [Customer experience](https://sms4smile.com/quotes/about/customer-experience/) [Customer service](https://sms4smile.com/quotes/about/customer-service/) [Growth](https://sms4smile.com/quotes/about/growth/) [Marketing](https://sms4smile.com/quotes/about/marketing/) [Philosophy](https://sms4smile.com/quotes/about/philosophy/) [Word of mouth](https://sms4smile.com/quotes/about/word-of-mouth/) ## Related quotes > [Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has…](https://sms4smile.com/quotes/tony-hsieh/service-over-the-years-the-number-one-driver-of-our-growth-at-zappos/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [As a brand marketer, I'm a big believer in 'branding the customer experience,' not just selling the service.](https://sms4smile.com/quotes/john-sculley/as-a-brand-marketer-i-m-a-big-believer-in-branding-the-customer/) [John Sculley](https://sms4smile.com/quotes/author/john-sculley/) > [Profit in business comes from repeat customers](https://sms4smile.com/quotes/w-edwards-deming/profit-in-business-comes-from-repeat-customers/) [W. Edwards Deming](https://sms4smile.com/quotes/author/w-edwards-deming/) > [One of the beauties of B2B is that there is a finite number of customers. So the marketing costs are much different. You don't…](https://sms4smile.com/quotes/william-fung/one-of-the-beauties-of-b2b-is-that-there-is-a-finite-number-of/) William Fung > [I have connected by phone with customers who have left negative reviews and had a chance to get to know them. Not only was…](https://sms4smile.com/quotes/chris-gronkowski/i-have-connected-by-phone-with-customers-who-have-left-negative/) [Chris Gronkowski](https://sms4smile.com/quotes/author/chris-gronkowski/) > [Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.](https://sms4smile.com/quotes/w-edwards-deming/profit-in-business-comes-from-repeat-customers-customers-that-boast/) [W. Edwards Deming](https://sms4smile.com/quotes/author/w-edwards-deming/) > [I'd rather spend money on things that improve the customer experience than on marketing.](https://sms4smile.com/quotes/tony-hsieh/i-d-rather-spend-money-on-things-that-improve-the-customer-experience/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [You've got to start with the customer experience and work backwards to the technology. You can't start with the technology and try to figure…](https://sms4smile.com/quotes/steve-jobs/you-ve-got-to-start-with-the-customer-experience-and-work-backwards/) [Steve Jobs](https://sms4smile.com/quotes/author/steve-jobs/) > [“Bezos insisted the company needed to master anything that touched the hallowed customer experience, and he resisted any efforts to project profitability.”](https://sms4smile.com/quotes/brad-stone/bezos-insisted-the-company-needed-to-master-anything-that-touched-the/) [Brad Stone](https://sms4smile.com/quotes/author/brad-stone/) > [Customers don't always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was…](https://sms4smile.com/quotes/howard-schultz/customers-don-t-always-know-what-they-want-the-decline-in-coffee/) [Howard Schultz](https://sms4smile.com/quotes/author/howard-schultz/) > [Starbucks is committed to evolving and enhancing our customer experience with innovative and wholesome food offerings.](https://sms4smile.com/quotes/howard-schultz/starbucks-is-committed-to-evolving-and-enhancing-our-customer/) [Howard Schultz](https://sms4smile.com/quotes/author/howard-schultz/) > [I believe that all brands will become storytellers, editors and publishers, all stores will become magazines, and all media companies will become stores. There…](https://sms4smile.com/quotes/natalie-massenet/i-believe-that-all-brands-will-become-storytellers-editors-and/) [Natalie Massenet](https://sms4smile.com/quotes/author/natalie-massenet/) > [I wanted all my stores to be the same, to offer the same customer experience, whether I was there or not.](https://sms4smile.com/quotes/jimmy-john-liautaud/i-wanted-all-my-stores-to-be-the-same-to-offer-the-same-customer/) [Jimmy John Liautaud](https://sms4smile.com/quotes/author/jimmy-john-liautaud/) > [“A Value Proposition creates value for a Customer Segment through a distinct mix of elements catering to that segment’s needs. Values may be quantitative…](https://sms4smile.com/quotes/alexander-osterwalder/a-value-proposition-creates-value-for-a-customer-segment-through-a/) [Alexander Osterwalder](https://sms4smile.com/quotes/author/alexander-osterwalder/) > [“In the innovation age customer experience is key. Your impression defines their expression”](https://sms4smile.com/quotes/fela-durotoye/in-the-innovation-age-customer-experience-is-key-your-impression/) [Fela Durotoye](https://sms4smile.com/quotes/author/fela-durotoye/) ## More by Tony Hsieh > [Things are never as bad or as good as they seem.](https://sms4smile.com/quotes/tony-hsieh/things-are-never-as-bad-or-as-good-as-they-seem/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [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…](https://sms4smile.com/quotes/tony-hsieh/after-what-seemed-like-an-eternity-we-finally-reached-the-summit-just/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [If I was going to go into an office I wanted it to be with people I would choose to be around even if…](https://sms4smile.com/quotes/tony-hsieh/if-i-was-going-to-go-into-an-office-i-wanted-it-to-be-with-people-i/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [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…](https://sms4smile.com/quotes/tony-hsieh/never-accept-or-be-too-comfortable-with-the-status-quo-because-the/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.](https://sms4smile.com/quotes/tony-hsieh/have-fun-the-game-is-a-lot-more-enjoyable-when-you-re-trying-to-do/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [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…](https://sms4smile.com/quotes/tony-hsieh/our-belief-is-that-if-you-get-the-culture-right-most-of-the-other/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.](https://sms4smile.com/quotes/tony-hsieh/twitter-is-like-hugging-just-because-it-s-hard-to-measure-the-return/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines,…](https://sms4smile.com/quotes/tony-hsieh/sorry-investing-was-pretty-boring-and-i-really-missed-being-part-of/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Problems are just mile markers. Each one we pass means we've gotten better.](https://sms4smile.com/quotes/tony-hsieh/problems-are-just-mile-markers-each-one-we-pass-means-we-ve-gotten/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [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…](https://sms4smile.com/quotes/tony-hsieh/i-think-when-people-say-they-dread-going-into-work-on-monday-morning/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [“that your business can avoid making some of the same ones.   7. You want to figure out the right balance of profits, passion, and…](https://sms4smile.com/quotes/tony-hsieh/that-your-business-can-avoid-making-some-of-the-same-ones-7-you-want/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Inspire other communities and cities to reinvent themselves.](https://sms4smile.com/quotes/tony-hsieh/inspire-other-communities-and-cities-to-reinvent-themselves/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Learn by doing. Theory is nice, but nothing replaces actual experience.](https://sms4smile.com/quotes/tony-hsieh/learn-by-doing-theory-is-nice-but-nothing-replaces-actual-experience/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [Most companies are very quick to hire and slow to fire, when really it should be the other way around.](https://sms4smile.com/quotes/tony-hsieh/most-companies-are-very-quick-to-hire-and-slow-to-fire-when-really-it/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) > [You've gotta love the game. To become really good, you need to live it and sleep it.](https://sms4smile.com/quotes/tony-hsieh/you-ve-gotta-love-the-game-to-become-really-good-you-need-to-live-it/) [Tony Hsieh](https://sms4smile.com/quotes/author/tony-hsieh/) [Explore all 99 Tony Hsieh quotes ](https://sms4smile.com/quotes/author/tony-hsieh/) ## More Advertising quotes > [I saw this anti-drug commercial that showed a kid smoking pot in his dad's room with his friend. 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But the devil keeps advertising, Father. The devil does a lot of commercials.](https://sms4smile.com/quotes/william-peter-blatty/god-never-talks-but-the-devil-keeps-advertising-father-the-devil-does/) [William Peter Blatty](https://sms4smile.com/quotes/author/william-peter-blatty/) > [I like Valentine's Day. The trouble is the florists and the candy-makers and the card people are all advertising so much, you don't dare…](https://sms4smile.com/quotes/andy-rooney/i-like-valentine-s-day-the-trouble-is-the-florists-and-the-candy/) [Andy Rooney](https://sms4smile.com/quotes/author/andy-rooney/) > [I happened to be spotted by a modeling agent who offered me a part-time job at 16. Everything happened very quickly after that -…](https://sms4smile.com/quotes/dia-mirza/i-happened-to-be-spotted-by-a-modeling-agent-who-offered-me-a-part/) [Dia Mirza](https://sms4smile.com/quotes/author/dia-mirza/) > [They say that Madison Avenue will only pay high dollars in advertising if they get the 18-35 age range.](https://sms4smile.com/quotes/sharon-gless/they-say-that-madison-avenue-will-only-pay-high-dollars-in/) [Sharon Gless](https://sms4smile.com/quotes/author/sharon-gless/) > [“There's not a branch of publishing or broadcasting that doesn't depend in some way on advertising. It'd be like an aquarium without water. Why,…](https://sms4smile.com/quotes/haruki-murakami/there-s-not-a-branch-of-publishing-or-broadcasting-that-doesn-t/) [Haruki Murakami](https://sms4smile.com/quotes/author/haruki-murakami/) > [I've driven people mad on films that I've made - I want more takes; I want to try new lines. 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