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Tony Hsieh QUOTES

Tony Hsieh QUOTES

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

42 " 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. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

46 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

47 " 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. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

48 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

49 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

50 " Never outsource your core competency "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

53 " 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. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

54 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

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

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

56 " La esperanza no es un buen plan. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

57 " 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. "

― Tony Hsieh

58 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

59 " 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. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

60 " 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 "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose