Understanding who you serve is always a very important problem, and it only gets harder the more people that you serve. We try to pay a lot of attention to this by a combination of very rigorous quantitative and qualitative feedback. But if you're serving 1.2 billion people, it's very hard.
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Ask for feedback from people with diverse backgrounds. Each one will tell you one useful thing. If you're at the top of the chain, sometimes people won't give you honest feedback because they're afraid. In this case, disguise yourself, or get feedback from other sources.
We're happy to serve people however they wanna be served. Customers these days shop in kind of an all-of-the-above way. They use stores, they use pick up, they use delivery.
We all need people who will give us feedback. That's how we improve.
We're going to build a better product than everyone else because we're going to get it out first or early. We're going to have a good feedback loop. We're going to get a bunch of feedback.
People influence people. Nothing influences people more than a recommendation from a trusted friend. A trusted referral influences people more than the best broadcast message. A trusted referral is the Holy Grail of advertising.
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