Tony Hsieh

"Never forget that the most important thing in life is the quality of life we lead."

- Tony Hsieh

"Stop chasing the money and start chasing the passion."

- Tony Hsieh

"Customer service shouldn’t be a department, it should be the entire company."

- Tony Hsieh

"Customer service should not be a department. It should be the entire company."

- Tony Hsieh

"Culture is the foundation upon which all success is built."

- Tony Hsieh

"Customer service shouldn't just be a department, it should be the entire company."

- Tony Hsieh

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

- Tony Hsieh

"Don’t be cocky. Don’t be flashy. There’s always someone better than you."

- Tony Hsieh

"We believe that it’s really important to come up with core values that you can commit to. And by commit, we mean that you’re willing to hire and fire based on them. If you’re willing to do that, then you’re well on your way to building a company culture that is in line with the brand you want to build."

- 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."

- Tony Hsieh

"Your brand is not what you sell; it's the experience you deliver."

- Tony Hsieh

"Whatever you’re thinking, think bigger."

- Tony Hsieh

"We must all learn not only to not fear change, but to embrace it enthusiastically and, perhaps even more important, encourage and drive it."

- Tony Hsieh

"Chase the vision, not the money. The money will end up following you."

- Tony Hsieh

"Chase the vision, not the money, the money will end up following you."

- Tony Hsieh

"Chase the vision, not the money; the money will end up following you."

- Tony Hsieh

"Don’t play games that you don’t understand, even if you see lots of other people making money from them."

- 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."

- 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."

- Tony Hsieh

"We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing."

- Tony Hsieh

"Customer service shouldn’t just be a department, it should be the entire company."

- 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 passionate employees and customers—will happen naturally."

- Tony Hsieh