|
If
you do
build a great experience,
customers tell each other about
that.
Word of mouth is very
powerful.
We
see our customers as invited
guests to a party, and we are
the hosts. It's our job every
day to make every important
aspect of the
customer experience a
little bit better.
There are two ways to extend a
business. Take inventory of
what you're good at and
extend out from your skills. Or
determine what your
customers need and work
backward, even if it requires
learning new skills.
There are two kinds of
companies, those that work to
try to charge more and those
that work to charge less. We
will be the second.
We've never tested and we never
will test
prices based on customer
demographics, ... What we did
was a random price test, and
even that was a mistake because
it created uncertainty for
customers rather than
simplifying their lives.
There'll always be
serendipity involved in
discovery.
One of the things that is most
important for a company is to be
very clear about their
strategies, so investors get
to self-select as to whether or
not that's the right strategy
for them. I think we've done a
very good job about being clear
that we're a long-term focused
company.
Good ideas will always get
funded, so that's not going to
be a problem. But you will see
that it will be harder and
harder for bad ideas to get
funded.
|
