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"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."
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"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
"By continually pushing the message that we have the right to gratification now, consumerism at its most expansive encouraged a demand for fulfillment that could not so easily be contained by products."
"That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers."
"As far as the customer is concerned, the interface is the product."
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
"An artist is forced by others to paint out of his own free will."
"The first step in exceeding your customer's expectations is to know those expectations."
Explore more quotes by Tony Hsieh
"Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees."
"A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly."
"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."
"For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments."
"For me, the most fun is change or growth. There are definitely elements of both that I like. Launching a business is kind of like a motorboat: You can go very quickly and turn fast."
"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."
"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."
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