Brian Chesky Quotes

Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company.

As a brand marketer, I'm a big believer in 'branding the customer experience,' not just selling the service.

At HSN, the experience we create are a significant point of differentiation.

I think my customers, my fans are really like my family now - it's like a movement of fabulosity.

I get asked a lot why Apple's customers are so loyal. It's not because they belong to the Church of Mac! That's ridiculous.

Starbucks has a role and a meaningful relationship with people that is not only about the coffee.

When a company owns one precise thought in the consumer's mind, it sets the context for everything and there should be no distinction between brand, product, service and experience.

We need to put ourselves in the shoes of our customers. That is my new battle cry. Live and breathe Starbucks the way our customers do.

We're in the '100 percent return' business. This is driving millions of new customers into brands; most of our customers are wearing brands they've never tried before.

I think the story is important in every business. Why do you exist, why are you here, why is your product different, why should I pay attention, why should I care?

Actually - and ironically - people aren't really interested in a new brand form or flavor as much as they are interested in how a brand can change, impact, or improve their lives. They want brands around them that make them feel special and provide some social cache or confidence.

Our brands - Nike, Converse, Jordan Brand and Hurley - are loved by customers all over the world. But we never take that for granted; we know that every day we have to earn their trust - by serving them completely and adding real value to their lives through products and experiences.

I think the reason that we do things the way we do is because we respect the customer. And I don't look at what we do as anything less than any other brand.

Make the customer the hero of your brand's story.

Marketing is the way your people answer the phone, the typesetting on your bills and your return policy.

I've been an Apple guy since the mid 80's and that's when I was like, "Boy, you guys really got me here. I know exactly what you're doing, right down to your price points."

If people have the ability to see it, and you spend the money to put the wow factor into it, they will reward that entity or that team or that business, and they will then say they appreciate me, they appreciate what I'm about, and they will support it.

Satisfied customers are apathetic. Loyal customers will be your advocate.

A brand that stands for what all brands stand for stands for nothing much.

I have no fans. You know what I got? Customers. And customers are your friends.

The aim of marketing is to make selling superfluous.

Every moment in front of a customer is a gorgeous opportunity to live your values.

In the beginning it was just about the business - now it's about the brand.

Customers shouldn't just think of your business as a place to buy a product or use a service - it should be a fun place to be.

Most companies, 97 percent or more, put all their focus on clever advertising and clever taglines to get people to buy average or mediocre products. You need to back off and offer a really good product or service.