People won’t remember what you did or said, but they will remember how you made them feel.

People won’t remember what you did or said, but they will remember how you made them feel.

zappos logo

LEADING THOUGHTS I had a customer experience last night that almost brought tears to my eyes and I wanted to personally share it with you. My son had a English class assignment to write a feedback letter to a company. He choose to write Zappos since he loved the company. He loves Zappos because he can easily find shoes he likes, order them and get them quickly without any hassle if he needs to send them back.

So he wrote a letter of gratitude expressing his appreciation for the years of excellent service they provided him.

Zappos then blew me away by sending my son Ian a book called “Zappos Culture Book”. They went a step further by having the entire management team personally sign the book, each writing a short personal message to my son Ian. When he showed me the book I was stunned. I could not put it down. I have rarely had an experience like this in all my years of business.

On one of the first pages was the following quote by the CEO/Founder Tony Hsieh;

“People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”

I will always remember how this experience made me feel.

I am a Zappos customer for Life!


  1. I am doing a presentation at the American Holistic Nursing Conference on Jean Watson’s Theory on Human Caring and thought of this quote but I did not know who said it so I goggled it and found your story. Very touching. Moments like these help change the collective consciousness in the world to help make it a more caring and loving place. Thanks for the story. Suzanne

  2. Unfortunately it is human nature to remember the negative in more detail than the positive.
    If only I could forgive and forget.  But I do remember the good stuff, too. So who said this quote the first time?

  3. This is a perfect commentary on how Zappos captured the essence of connecting.  We can read all the articles we want on Social Media, take a bunch of classes and simply put~Look at the example of Zappos who ‘Rocked it.”  Fabulous post~thanks for sharing this!
    Maven from Abracadabra, A Social Media Company

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