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Tony Hsieh

Tony Hsieh Quotes

Internet Entrepreneur

Tony Hsieh is a renowned internet entrepreneur, born on December 12, 1973. He is known for his innovation in the fields of online retail and e-commerce, most notably as the founder and CEO of Zappos, an online shoe and clothing retailer that was later acquired by Amazon for $1.2 billion. Hsieh's insights into entrepreneurship and leadership have been widely disseminated, with his book 'Delivering Happiness' detailing his efforts to create a culture of happiness.

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Famous Tony Hsieh Quotes

“I think maybe 50 years ago people and businesses felt like they had to choose between maximizing profits and making customers happy or making employees happy, and I think we're actually living in a special time where everyone's hyperconnected, whether through Twitter or blogs and so on. Information travels so quickly that it's actually possible to have it all, to make customers happy through customer service, to make employees happy through strong company cultures, and have that actually drive growth and profits.”

People Thinking Years Culture Strong Felt Growth Company Special Information Years Ago Profit Customers Employee Blogs Company Culture Maximizing Special Times Actually Living

Author:Tony Hsieh

“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.”

Long Ends Running Purpose Company Higher Profit Customers Engaged Employee Long Runs Higher Purpose

Author:Tony Hsieh

“Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.”

Lines Company Fronts Paid Customers Brands Employee Inspirational Customer Service

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 brand or empowering passionate employees and customers, will happen on its own.”

Ifs Long Happens Culture Belief Stuff Term Building Passionate Customers Brands Long Term Empowering Employee Great Customer Service

Author:Tony Hsieh

“I think a much better use of time and resources is to really focus on your existing users or customers and figure out what changes can you make in the Web site, the service, the product, whatever, to get them to come back more often to generate that repeat business and once you kind of figure out that formula, then when you get new customers the whole thing just kind of grows exponentially.”

Thinking Kind Whole Use Grows Focus Figures Products Resources Customers Repeats Formulas Users Site Use Of Time

Author:Tony Hsieh

“Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.”

Trying Cases Focus Products Customers More Time Users

Author:Tony Hsieh

“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.”

Important Use Goal Technology Emotional Connections Average Phones Track Educational Customers All Time Agents Emotional Connection Call Center

Author:Tony Hsieh

“I'd rather spend money on things that improve the customer experience than on marketing.”

Inspirational Marketing Customers Customer Experience

Author:Tony Hsieh

“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.”

Ifs Care Culture Stuff Building Decided Marketing Take Care Customers Brands Delivering Building A Brand

Author:Tony Hsieh

“Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?”

Culture Asks Comfortable Customers Partners Employee Printing

Book:Delivering Happiness: A Path to Profits, Passion, and Purpose

Source: Delivering Happiness: A Path to Profits, Passion, and Purpose

“Customer service shouldn't just be A department, it should be the entire company.”

Should Company Focus Satisfaction Customers Focused Department Service Culture Customer Satisfaction Inspirational Customer Service Inspiring Customer Service Inspirational Service Focus In Business

Author:Tony Hsieh

“We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.”

Want Inspirational Wanted Company Sells Shoes Passionate Customers Boots

Author:Tony Hsieh

“Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.”

Inspirational Suffering Culture Forget Focus Customers Unhappy Employee Retail Service Culture Inspirational Customer Service Good Service Motivate Employees Service Industry Good Customer Service Retail Business

Author:Tony Hsieh

“Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company.”

Inspirational Feels Views Company Boxes Customers Mail

Author:Tony Hsieh

“I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.”

Inspirational Trying Different Views Roles Creativity Environment Personality Shining Individuality Customers Employee Individualism

Author:Tony Hsieh

“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.”

Years Has Beens Philosophy Growth Numbers Mouths Paid Marketing Customers Advertising Repeats Drivers Branding Customer Experience Word Of Mouth

Author:Tony Hsieh

“Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.”

People Thinking Years Realizing Shoes Customers Selling Hopefully Selling Shoes

Author:Tony Hsieh

“Zappos is a customer service company that just happens to sell shoes.”

Happens Company Sells Shoes Customers

Author:Tony Hsieh

About the Author

Born: December 12, 1973
Known for: Internet Entrepreneur
Quotes: 90

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Books & Sources

Delivering Happiness: A Path to Profits, Passion, and PurposeRelated source material

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