The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
Tony HsiehRead
Customer service shouldn't just be A department, it should be the entire company.
Interpretation
What this quote means
Customer service is a fundamental aspect that should involve every part of a company, not just a single department.
In this quote, Tony Hsieh emphasizes the importance of embedding customer service into the core of an organization rather than limiting it to a specific department. He suggests that a company should cultivate a culture where every employee, regardless of their role, contributes to exceptional customer experience, ultimately leading to overall success and customer satisfaction.
Themes
Customer ServiceCompany CultureBusinessSuccessCustomer Experience
In practice
Example use cases
In a team meeting when discussing strategies for improving customer satisfaction.
More from Tony Hsieh
All quotes βTo WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something thatβs above and beyond whatβs expected. And whatever you do must have an emotional impact on the receiver.
Tony HsiehRead
Get the culture right, and everything else just falls into place.
Tony HsiehRead
Without conscious and deliberate effort, inertia always wins
Tony HsiehRead
I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
Tony HsiehRead
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.
Tony HsiehRead
Similar quotes
A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.
Jeff BezosRead
A company shouldn't get addicted to being shiny, because shiny doesn't last.
Jeff BezosRead
If one engineer at a startup tries Slack and says, 'I hate it. I am not going to use this,' that's it for us. We won't get evaluated.
Stewart ButterfieldRead
To those who are engaged in commercial dealings, justice is indispensable for the conduct of business.
Marcus Tullius CiceroRead
Businesses are not paid to reform customers. They are paid to satisfy customers.
Peter DruckerRead
Cutting prices or putting things on sale is not sustainable business strategy. The other side of it is that you can't cut enough costs to save your way to prosperity.
Howard SchultzRead