Tony Hsieh Quotes

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

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).

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

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

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!

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.

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.

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.

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

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.

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

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

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.

"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."

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.