Tony Hsieh quotes page 2
A word is a word, and a picture is worth a thousand... but a brand is worth a million.
At Zappos, 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 brand, or passionate employees and
customers - will happen naturally on its own.
Learn by doing. Theory is nice, but nothing replaces actual experience.
I learned that PLUR was an acronym that stood for "Peace, Love, Unity, Respect," and that it
was the mantra for how people were supposed to carry themselves and behave both at raves
and in life.
Great companies have a greater purpose and bigger vision beyond just making money or being
number one in a market. A lot of companies fall into the trap of just focusing on making
money, and then they never become a great company.
In business, one of the most important decisions for an entrepreneur or a CEO to make is
what business to be in. It doesn't matter how flawlessly a business is executed if it's the
wrong business or if it's in too small a market.
I had decided to stop chasing the money, and start chasing the passion.
As a guiding principle in life for anything I do, I try to ask myself, What would happen if
everyone on the world acted in the same way? What would the world look like? What would
the net effect be on the overall happiness in the world?
At Zappos.com, we decided a long time ago that we didn't want our brand to be just about
shoes, or clothing, or even online retailing. We decided that we wanted to build our brand to
be about the very best customer service and the very best customer experience.
You gotta love the game. To become really good, you need to live it and sleep it.
The more diverse your set of friendships are, the more likely you'll derive both personal and
business benefits from your friendships later down the road. You won't know exactly what
those benefits will be, but if your friendships are genuine, those benefits will magically appear
2-3 years later down the road.
Our final list of ten core values, which we still use today:
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships with Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble.
In 2009, we expanded our vision and purpose to a simple statement:
Zappos is about delivering happiness to the world.