Tony Hsieh Quotes

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).

Money alone isn't enough to bring happiness . . . happiness [is] when you're actually truly ok with losing everything you have.

Art isn't only a painting. Art is anything that's creative, passionate, and personal. And great art resonates with the viewer, not only with the creator. What makes someone an artist? I don't think is has anything to do with a paintbrush. There are painters who follow the numbers, or paint billboards, or work in a small village in China, painting reproductions. These folks, while swell people, aren't artists. On the other hand, Charlie Chaplin was an artist, beyond a doubt. So is Jonathan Ive, who designed the iPod. You can be an artists who works with oil paints or marble, sure. But there are artists who work with numbers, business models, and customer conversations. Art is about intent and communication, not substances. An artists is someone who uses bravery, insight, creativity, and boldness to challenge the status quo. And an artists takes it personally. That's why Bob Dylan is an artist, but an anonymous corporate hack who dreams up Pop 40 hits on the other side of the glass is merely a marketer. That's why Tony Hsieh, founder of Zappos, is an artists, while a boiler room of telemarketers is simply a scam. Tom Peters, corporate gadfly and writer, is an artists, even though his readers are businesspeople. He's an artists because he takes a stand, he takes the work personally, and he doesn't care if someone disagrees. His art is part of him, and he feels compelled to share it with you because it's important, not because he expects you to pay him for it. Art is a personal gift that changes the recipient. The medium doesn't matter. The intent does. Art is a personal act of courage, something one human does that creates change in another.

Things are never as bad or as good as they seem.

Envision, create, and believe in your own universe, and the universe will form around you.

I had decided to stop chasing the money, and start chasing the passion.

Without conscious and deliberate effort, inertia always wins

No matter what your past has been, you have a spotless future.

There’s a difference between knowing the path and walking the path.

Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.

If you have more than 3 priorities then you don’t have any.” —Jim Collins

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

Never outsource your core competency.

Act weak when strong, act strong when weak. Know when to bluff.

It’s important to constantly challenge and stretch yourself, and not be stuck in a job where you don’t feel like you are growing or learning.

What’s the best way to build a brand for the long term? In a word: culture.

The combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness.

There’s a difference between knowing the path and walking the path. —MORPHEUS, THE MATRIX

My advice is to stop trying to "network" in the traditional business sense, and instead just try to build up the number and depth of your friendships, where the friendship itself is its own reward. The more diverse your set of friendships are, the more likely you'll derive both personal and business benefits from your friendship later down the road. You won't know exactly what those benefits will be, but if your friendships are genuine, those benefits will magically appear 2-3 years later down the road.

We must never lose our sense of urgency in making improvements. We must never settle for “good enough,” because good is the enemy of great,

I failed my way to success. —THOMAS EDISON

For individuals, character is destiny. For organizations, culture is destiny.

​ "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)" by Tony Hsieh author of Delivering Happiness: A PATH TO PROFITS, PASSION, AND PURPOSE.

When you walk with purpose, you collide with destiny. —BERTICE BERRY

The best leaders are those that lead by example and are both team followers as well as team leaders. We believe that in general, the best ideas and decisions are made from the bottom up, meaning by those on the front lines that are closest to the issues and/or the customers. The role of a manager is to remove obstacles and enable his/her direct reports to succeed. This means the best leaders are servant-leaders. They serve those they lead.

I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.

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.

Someone broke into my car last night. Nothing worth taking, car is actually less of a mess now. I should schedule this monthly.

living by the philosophy that experiences were much more important to me than material things.

Be humble: “In the beginner’s mind there are many possibilities, but in the expert’s mind there are few.” —Shunryu Suzuki

Yet no matter how much better we get, we’ll always have hard work to do, we’ll never be done, and we’ll never get it right.

sometimes the truth alone isn’t enough, and that presentation of the truth was just as important as the truth.

Continual Learning Educate yourself. Read books and learn from others who have done it before. Learn by doing. Theory is nice, but nothing replaces actual experience. Learn by surrounding yourself with talented players. Just because you win a hand doesn’t mean you’re good and you don’t have more learning to do. You might have just gotten lucky. Don’t be afraid to ask for advice.

Open honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters most.

all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life. I

our belief is that our Brand, our Culture, and our Pipeline (which we internally refer to as “BCP”) are the only competitive advantages that we will have in the long run. Everything else can and will eventually be copied.

key ingredient in strong relationships is to develop emotional connections. It’s important to always act with integrity in your relationships, to be compassionate, friendly, loyal, and to make sure that you do the right thing and treat your relationships well.

So there are no experts in what we’re doing. Except for us: we are becoming experts as we do this. And for anyone we bring on board, the best expertise they can bring is expertise at learning and adapting and figuring new things out—helping the company grow, and in the process they will also be growing themselves.

hear companies talk about consumers being bombarded with thousands and thousands of advertising messages every day, because there’s usually a lot of discussion among companies and ad agencies talking about how to get their message to stand out. There’s a lot of buzz these days about “social media” and “integration marketing.” As unsexy and low-tech as it may sound, our belief is that the telephone is one of the best branding devices out there. You have the customer’s undivided attention for five to ten minutes, and if you get the interaction right, what we’ve found is that the customer remembers the experience for a very long time and tells his or her friends about it. Too many companies think of their call centers as an expense to minimize. We believe that it’s a huge untapped opportunity for most companies, not only because it can result in word-of-mouth marketing, but because of its

So, absent the chance to make every job applicant work as hard as a college applicant, is there some quick, clever, cheap way of weeding out bad employees before they are hired? Zappos has come up with one such trick. You will recall from the last chapter that Zappos, the online shoe store, has a variety of unorthodox ideas about how a business can be run. You may also recall that its customer-service reps are central to the firm’s success. So even though the job might pay only $11 an hour, Zappos wants to know that each new employee is fully committed to the company’s ethos. That’s where “The Offer” comes in. When new employees are in the onboarding period—they’ve already been screened, offered a job, and completed a few weeks of training—Zappos offers them a chance to quit. Even better, quitters will be paid for their training time and also get a bonus representing their first month’s salary—roughly $2,000—just for quitting! All they have to do is go through an exit interview and surrender their eligibility to be rehired at Zappos. Doesn’t that sound nuts? What kind of company would offer a new employee $2,000 to not work? A clever company. “It’s really putting the employee in the position of ‘Do you care more about money or do you care more about this culture and the company?’ ” says Tony Hsieh, the company’s CEO. “And if they care more about the easy money, then we probably aren’t the right fit for them.” Hsieh figured that any worker who would take the easy $2,000 was the kind of worker who would end up costing Zappos a lot more in the long run. By one industry estimate, it costs an average of roughly $4,000 to replace a single employee, and one recent survey of 2,500 companies found that a single bad hire can cost more than $25,000 in lost productivity, lower morale, and the like. So Zappos decided to pay a measly $2,000 up front and let the bad hires weed themselves out before they took root. As of this writing, fewer than 1 percent of new hires at Zappos accept “The Offer.

It starts with what customers first see when they visit our Web site. In the United States, we offer free shipping both ways to make the transaction as easy as possible and risk-free for our customers. A lot of customers will order five different pairs of shoes, try them on with five different outfits in the comfort of their living rooms, and then send back the ones that don’t fit or they simply don’t like—free of charge. The additional shipping costs are expensive for us, but we really view those costs as a marketing expense. We also offer a 365-day return policy for people who have trouble committing or making up their minds. At most Web sites, the contact information is usually buried at least five links deep and even when you find it, it’s a form or e-mail address that you can only contact once. We take the exact opposite approach. We put our phone number (1-800-927-7671) at the top of every single page of our Web site, because we actually want to talk to our customers. And we staff our call center 24/7. I personally think it’s kind of funny when I attend marketing or branding conferences and

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Al fin creamos nuestra lista definitiva de los diez valores fundamentales, que seguimos utilizando hoy día: 1. Entregar WOW a través del servicio. 2. Adoptar e impulsar el cambio. 3. Crear diversión y un poco de rareza. 4. Ser creativo, aventurero y de mente abierta. 5. Perseguir el crecimiento y el aprendizaje. 6. Construir relaciones abiertas y honestas con la comunicación. 7. Construir un equipo positivo y espíritu familiar. 8. Hacer más con menos. 9. Ser apasionado y decidido. 10. Ser humilde.

lo que tienes en un 1% todos los días, al final del año tendrías 3.778,34 $ = 100 (1 + 1%) ˆ 365. Esto es 37,78 veces más de lo que tenías al principio de año. ¡Consigue ese 1% todos los días!

Yo creo que hay algo interesante acerca de todos y cada uno, y solo tienes que averiguar qué es ese algo.

No participes en juegos que no entiendes, incluso si ves a muchas personas haciendo dinero en ellos.

Fred had asked around and found a small mom-and-pop shoe store in a tiny town called Willows about two hours north of our offices.

Envision, create, and believe in your own universe, and the universe will form around you,

Looking back, a big reason we hit our goal early was that we decided to invest our time, money, and resources into three key areas: customer service (which would build our brand and drive word of mouth), culture (which would lead to the formation of our core values), and employee training and development (which would eventually lead to the creation of our Pipeline Team).

Sé humilde: “En la mente del principiante hay muchas posibilidades, pero en la mente del experto hay pocas”. SHUNRYU SUZUKI

Primero te ignoran, después se ríen de ti, luego te atacan, entonces tú ganas. GANDHI

Las 10 mejores maneras de inculcar servicio al cliente en tu empresa 1. Hacer del servicio al cliente una prioridad para toda la empresa, no sólo para un departamento. Una actitud de servicio al cliente tiene que venir desde arriba. 2. Hacer de la expresión ¡Wow! un verbo que forme parte del vocabulario que se use a diario en tu empresa. 3. Potenciar y confiar en tus agentes de servicio al cliente. Confiar en que ellos quieren dar un gran servicio... porque en realidad lo hacen. Las asistencias de un supervisor deben ser raras. 4. Darte cuenta de que es correcto dejar marchar a clientes que son insaciables o abusan de tus empleados. 5. No medir los tiempos de llamada, no obligar a los empleados a aumentar las ventas, y no utilizar guiones. 6. No escondas tu número 1-800. Es un mensaje no solo para tus clientes, sino también para tus empleados. 7. Ver cada llamada como una inversión en la construcción de una marca de servicio al cliente, no como un gasto que estás tratando de minimizar. 8. Deja que tu compañía celebre un gran servicio. Cuenta historias de experiencias WOW a todos en la compañía. 9. Encontrar y contratar a personas que ya sean apasionadas del servicio al cliente. 10. Dar un gran servicio a todos: clientes, empleados y proveedores.

La esperanza no es un buen plan.

En Zappos, un ejemplo de la jerarquía de los clientes en el trabajo sería el siguiente: • Recibe el artículo correcto (cumple las expectativas). • Gastos de envío gratis (cumple los deseos). • Sorprendente elevación de categoría al recibir su artículo al día siguiente (cubre las necesidades no reconocidas). LA JERARQUÍA DE MASLOW

No tengo todas las respuestas. Pero espero que haya tenido éxito en conseguir que empieces a hacerte las preguntas correctas. ¿Estás trabajando en la maximización de la felicidad cada día? ¿Cuál es el efecto neto de tu existencia en la cantidad total de felicidad en el mundo cada día? ¿Cuáles son tus valores? ¿Qué te apasiona? ¿Qué te inspira? ¿Cuál es tu meta en la vida? ¿Cuáles son los valores de tu empresa? ¿Cuál es el propósito superior de tu empresa? ¿Cuál es tu propósito más elevado? Al caminar con un propósito chocas con el destino. BERTICE BERRY

Miles de velas se pueden encender con la llama de una sola vela. La vida de esa vela no será más corta. Compartir la felicidad nunca la hace más pequeña. BUDA

Consejos para vivir La vida no es la búsqueda de uno mismo. La vida es más bien la creación de uno mismo. GEORGE BERNARD SHAW Es impresionante lo que uno puede conseguir, si no se preocupa de quién se llevará la fama. H. S. TRUMAN Nos podemos convertir en unos miserables o en unas personas fuertes. La cantidad de trabajo necesaria será siempre la misma. CARLOS CASTANEDA Lo que tenemos delante o lo que tenemos detrás es mínimo en comparación con lo que tenemos dentro. RALPH WALDO EMERSON

I had decided to stop chasing the money, and start chasing the passion. I

For individuals, character is destiny. For organizations, culture is destiny. To

when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor. Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time.

It’s more fun to talk with someone who doesn’t use long difficult words but rather short easy words like What about lunch?” —Winnie-the-Pooh

Diviértete. El juego es mucho más agradable cuando estás tratando de hacer algo más que solo ganar

We already treat our vendors well, but we can build up our reputation within the vendor community even more by really treating our vendors as true partners in the business. Most vendors aren’t happy dealing with most retailers because the retailers, especially the department stores, usually try to squeeze every last dollar out of them. We could be the first major retailer that doesn’t try to do that.

The one resource we all ultimately have the same constraint on is time — so I didn't want to waste.

The typical industry approach is [retailers] to treat vendors like the enemy... If vendors can't make a profit then they don't have money to invest in research and development, which in turn means that the products they bring to the market will be less inspiring to customers, which in turn detriments the retailer's business because customers aren't inspired to buy. People want to cut costs and negotiate aggressively because there's a limited amount of profit to be shared by both sides. As a result of this "death spiral", most retailers fail.

networking” events. At almost every one of these events, it seems like the goal is to walk around and find people to trade business cards with, with the hope of meeting someone who can help you out in business and in exchange you can help that person out somehow. I generally try to avoid those types of events, and I rarely carry any business cards around with me. Instead, I really prefer to focus on just building relationships and getting to know people as just people, regardless of their position in the business world or even if they’re not from the business world. I believe that there’s something interesting about anyone and everyone—you just have to figure out what that something is. If anything, I’ve found that it’s more interesting to build relationships with people that are not in the business world because they almost always can offer

about how quickly they can get a customer off the phone, which in our eyes is not delivering great customer service. Most call centers also have scripts and force their reps to try to upsell customers to generate additional revenue. At Zappos, we don’t measure call times (our longest phone call was almost six hours long!), and we don’t upsell. We just care about whether the rep goes above and beyond for every customer. We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer. We want our reps to let their true personalities shine during each phone call so that they can develop a personal emotional connection (internally referred to as PEC) with the customer. Another example of us using the telephone as a branding device is what happens when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor.

potential to increase the lifetime value of the customer. Usually marketing departments assume that the lifetime value of a customer is fixed when doing their ROI calculations. We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us. Another common trap that many marketers fall into is focusing too much on trying to figure out how to generate a lot of buzz, when really they should be focused on building engagement and trust. I can tell you that my mom has zero buzz, but when she says something, I listen. To that end, most of our efforts on the customer service and customer experience side actually happen after we’ve already made the sale and taken a customer’s credit card number.

For example, for most of our loyal repeat customers, we do surprise upgrades to overnight shipping, even though we only promise them standard ground shipping when they choose the free shipping option. In conjunction with that, we run our warehouse 24/7, which actually isn’t the most efficient way to run a warehouse. The most efficient way to run a warehouse is to let the orders pile up, so that when a warehouse worker needs to walk around the warehouse to pick the orders, the picking density is higher, so the picker has less of a distance to walk. But we’re not trying to maximize for picking efficiency. We’re trying to maximize the customer experience, which in the e-commerce business is defined in part by getting orders out to our customers as quickly as possible. The combination of a 24/7 warehouse, surprise upgrades to overnight shipping, and having our warehouse located just fifteen

minutes away from the UPS Worldport hub means that a lot of customers order as late as midnight EST, and are surprised when their orders show up on their doorstep eight hours later. This creates a WOW experience, which our customers remember for a very long time and tell their friends and family about. We receive thousands and thousands of phone calls and e-mails every single day, and we really view each contact as an opportunity to build the Zappos brand into being about the very best customer service and customer experience. Seeing every interaction through a branding lens instead of an expense-minimization lens means we run our call center very differently from most call centers. Most call centers measure their employees’ performance based on what’s known in the industry as “average handle time,” which focuses on how many phone calls each rep can take in a day. This translates into reps worrying

that your business can avoid making some of the same ones.   7. You want to figure out the right balance of profits, passion, and purpose in business and in life.   6. You want to build a long-term, enduring business and brand.   5. You want to create a stronger company culture, which will make your employees and coworkers happier and create more employee engagement, leading to higher

Полностью исчерпав возможности поиска работников через знакомых, мы стали брать на работу практически любых существ, готовых работать на компанию и просидевших в тюрьме не более шести месяцев.

If that sounds cultish, I’m unapologetic. When organizations talk about creating an innovative business culture, a lot of people focus on the external symbols. The ping-pong and foosball tables in the office, the team-building Thursday beers after work, the company ski weekends, and the anything-goes dress code. At TMHQ we have all those things. But they are marginal to what we are really about. A culture is built up over months and years of good practice, questioning, and improvement. Of doing things the right way and having anyone who comes into the group or participates in an event recognize what that means. Culture is all the things that happen in an organization when the boss isn’t looking. Tony Hsieh describes, in his book Delivering Happiness, how he built his online shoe business Zappos by concentrating on service and integrity above all else. “Your personal core values define who you are,” he argued, “and a company’s core values ultimately define the company’s character and brand. For individuals, character is destiny. For organizations, culture is destiny.” I think that’s true, and doubly so when you are “delivering happiness” as an experience that asks people to take on and display some of the virtues of that culture themselves. In this sense, we believed, in our initial phase of recruiting, that a candidate’s previous career path and qualifications were less important than his or her willingness to embrace our credo. Though we had no experience in event management, the plan was never to go out and hire people from the event industry. We had obstacles where participants jump through flames and we feared the first thing an outside event person might instinctively do was pull out a fire extinguisher.

There is something interesting about anyone and everyone - you just have to figure out what that something is.

Envision, create and believe in your own universe, and the universe will form around you.

I think when people say they dread going into work on Monday morning, it’s because they know they are leaving a piece of themselves at home. Why not to see what happens when you challenge your employees to bring all of their talents to their job and reward them?

My advice is to stop trying to ‘network’ in the traditional business sense and instead just try to build up the number and depth of your friendships, where friendship itself is a reward

Thousands of candles can be lit from a single candle, and the life of the candle will not be shortened. Happiness never decreases by being shared. —BUDDHA

10. You want to learn about the path that we took at Zappos to get to over $1 billion in gross merchandise sales in less than ten years.

Communication is always one of the weakest spots in any organization, no matter how good the communication is.

We learned a great lesson: If you just focus on making sure that your product or service continually WOWs people, eventually the press will find out about it. You don’t need to put a lot of effort into reaching out to the press if your company naturally creates interesting stories as a by-product of delivering a great product or experience.

In business, one of the most important decisions for an entrepreneur or a CEO to make is what business to be in. It doesn’t matter how flawlessly a business is executed if it’s the wrong business or if it’s in too small a market.

One of the most interesting things about playing poker was learning the discipline of not confusing the right decision with the individual outcome of any single hand, but that’s what a lot of poker players do. If they win a hand, they assume they made the right bet, and if they lose a hand, they often assume they made the wrong bet. With the coin that lands on heads a third of the time, this would be like seeing the coin land on heads once (the individual outcome) and changing your behavior so you bet on heads, when the mathematically correct thing to do is to always bet on tails no matter what happened in the previous coin flip (the right decision).

আমি জানতাম না আমি কী করতে যাচ্ছি, কিন্তু এটা জানতাম যে আমি কী করবো না।

Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More With Less Be Passionate and Determined Be Humble

The one resource we all ultimately have the same constraints on is time — so I didn't want to waste, time.

Para los individuos, el carácter es destino. Para las organizaciones, la cultura es destino.

Never outsource your core competency

Everybody has their own private Mount Everest they were put on this earth to climb.” —Hugh MacLeod

Pensé en la facilidad con la que nos lavan el cerebro en nuestra sociedad y en nuestra cultura; aprendemos a detener nuestro pensamiento y a asumir que más dinero es igual a más éxito y a más felicidad cuando, en última instancia, la felicidad es realmente gozar la vida.

Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Be Adventurous, Creative, and Open-Minded At Zappos, we think it’s important for people and the company as a whole to be bold and daring (but not reckless). We want everyone to not be afraid to take risks and to not be afraid to make mistakes, because if people aren’t making mistakes then that means they’re not taking enough risks. Over time, we want everyone to develop his/her gut about business decisions. We want people to develop and improve their decision-making skills. We encourage people to make mistakes as long as they learn from them. We never want to become complacent and accept the status quo just because that’s the way things have always been done. We should always be seeking adventure and having fun exploring new possibilities. By having the freedom to be creative in our solutions, we end up making our own luck. We approach situations and challenges with an open mind. Sometimes our sense of adventure and creativity causes us to be unconventional in our solutions (because we have the freedom to think outside the box), but that’s what allows us to rise above and stay ahead of the competition. Ask yourself: Are you taking enough risks? Are you afraid of making mistakes? Do you push yourself outside of your comfort zone? Is there a sense of adventure and creativity in the work that you do? What are some creative things that you can contribute to Zappos? Do you approach situations and challenges with an open mind?

didn’t know it at the time, but ten years later I would learn that research from the field of the science of happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and

company’s culture and a company’s brand are really just two sides of the same coin.

happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and that the rave scene was simply the modern-day version of similar experiences that humans have been having for tens of thousands of years.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

When you walk with purpose, you collide with destiny.