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 HsiehI 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.
Tony HsiehOur 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.
Tony HsiehGood businesses generate missions to drive their profits. Great businesses generate profits to drive their missions.
Tony HsiehI 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.
Tony Hsieh