Running Lean: Iterate from Plan A to a Plan That Works (Lean (O'Reilly))

by Ash Maurya

For example, Zappos CEO Tony Hsieh believes strongly in creating happiness for his customers and employees. This manifested itself in many company policies that, on the surface, didn’t make much business sense, such as allowing customer service representatives to spend as much time as was needed to make a customer happy and offering a 365-day return policy with two-way paid shipping. But these policies served to differentiate the Zappos brand and build a large, passionate, and vocal customer base that played a large role in the company’s eventual $1.2 billion acquisition by Amazon in 2009. You may have to leave this box blank when you first start out, but it’s here to make you really think about how you can/will make yourself different and make your difference matter.

ventaja real frente a la competencia