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
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.
today needs internet
SEO expertise is a core need for today's online businesses.
sleep games needs
You've gotta love the game. To become really good, you need to live it and sleep it.
long empowering culture
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 empowering passionate employees and customers, will happen on its own.
lines inspirational-customer-service employee
Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.
culture brands
Your brand is your culture.
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.
shoes company sells
Zappos is a customer service company that just happens to sell shoes.
passion purpose best-business
The best businesses are really ones that can combine passion, profits, and purpose.
people stories shapes
Help shape the stories that people are telling about you.
seems
Things are never as bad or as good as they seem.
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).
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.
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.