Tony Hsieh
Tony Hsieh
Tony Hsiehis an American internet entrepreneur and venture capitalist. He is the CEO of the online shoe and clothing shop Zappos. Prior to joining Zappos, Hsieh co-founded the internet advertising network LinkExchange, which he sold to Microsoft in 1999 for $265 million...
NationalityAmerican
ProfessionBusinessman
CountryUnited States of America
winning you-re-the-best competitors
If there are too many competitors, even if you're the best it's a lot harder to win.
innovation industry
Most innovation comes from outside your industry applied to your own
philosophy numbers years
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.
numbers vision progress
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).
business cocky entrepreneur
Don't be cocky. Don't be flashy. There's always someone better than you.
losing-everything culture losing
Money alone isn't enough to bring happiness... happiness is when you're actually truly ok with losing everything you have.
educational technology emotional
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.
impact research our-society
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.
marketing culture care
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.
fun inspiration games
Have fun. The game is a lot more enjoyable when you're trying to do more than just make money.
seems
Things are never as bad or as good as they seem.
running long purpose
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.