I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.
Related Quotes
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet,they can each tell 6,000 friends.
Always thinking about the customer value proposition is including price, assortment, experience, and trust, and all of those have been changed by technology and been changed by e-commerce, and so leading up to the moment when I took this role, there was an understanding that we needed to invest in e-commerce, grow e-commerce, but we didn't take it seriously enough.
There's so much happening with the youth looking at local or national problems and solving them with innovation and technology. This is what startup success means.
The most important single thing is to focus obsessively on the customer. Our goal is to be earth's most customer-centric company.
Focusing on the customer makes a company more resilient.
I think we've seen it all. The e-commerce store is the interesting one.
Popular Topics
Popular Authors
