Tony Hsieh, the late CEO of Zappos, was not only a successful entrepreneur but also a visionary leader who believed in the power of happiness and customer service. He once said, "Without conscious and deliberate efforts, the default condition of life is toward dissatisfaction and chaos."
Early Life and Career
Tony Hsieh was born on December 12, 1973, in Illinois, USA. He grew up in California and attended Harvard University, where he majored in computer science. After college, he co-founded LinkExchange, an online advertising network that he sold to Microsoft for $265 million in 1998. After the sale, Hsieh invested in various startups, including Zappos, which he later became CEO of in 2000.
The Zappos Story
Zappos started as an online shoe store but quickly expanded into other products, such as clothing, accessories, and home goods. Hsieh believed in the power of customer service and happiness and built the company culture around those values. The company offered free shipping and returns, a 365-day return policy, and a customer service team that was available 24/7. Hsieh also implemented a unique approach to management, where he focused on employee happiness and empowerment. He believed that happy employees would lead to happy customers, which would ultimately lead to business success.
The Definition of Success
Hsieh's definition of success was not based on financial or materialistic goals but rather on happiness and fulfillment. He once said, "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)." Hsieh believed that true success was achieved by creating a culture that valued these four things and by focusing on making a positive impact on the world.
The Importance of Company Culture
Hsieh believed that company culture was the key to business success. He once said, "If you get the culture right, most of the other stuff will just take care of itself." He focused on building a culture of happiness and empowerment, where employees were encouraged to be themselves and to have fun while working. He also believed in transparency and honesty and implemented an open-door policy where employees could share their thoughts and ideas with him directly.
The Importance of Customer Service
Hsieh believed that customer service was the key to business success. He once said, "Customer service shouldn't just be a department, it should be the entire company." He focused on building a company culture that valued customer service and happiness, and he believed that happy employees would lead to happy customers. He also believed in going above and beyond for customers, and he encouraged his employees to do the same.
The Legacy of Tony Hsieh
Tony Hsieh passed away on November 27, 2020, at the age of 46. His legacy lives on through his contributions to the business world and his belief in the power of happiness and customer service. He once said, "We want to have a positive impact on the world, and we want to be happy while doing it." His legacy serves as a reminder that success is not just about financial or materialistic goals but rather about creating a positive impact on the world and finding happiness and fulfillment along the way.
Conclusion
Tony Hsieh's definition of success reminds us that true success is not just about achieving financial or materialistic goals but rather about finding happiness and fulfillment in life. He believed in the power of company culture and customer service and built a company around those values. His legacy serves as a reminder that we should focus on creating a positive impact on the world and finding happiness and fulfillment along the way.