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That’s why the best businesses aren’t profit-driven or even product-driven; they’re purpose-driven. They strive to solve real problems, meet pressing needs, and change the world in ways big and small. They make a commitment to constantly learning and iterating and evolving to become better at executing their missions. They focus on creating value, and let everything else follow.
That’s why we can picture Apple making a car or Google venturing into health care; they bring with them a codified “way of working” that will define how they approach that new space.
Your job is not only to give your customers something valuable but to help them use it. You are the steward of your user’s experience. Proceed accordingly.
essentially, taking pride in turning a negative experience for a customer into a positive one.
Therefore, it’s actually profitable for us to pay for free shipping and free returns because you’re not going to need to return your glasses.
“Do not judge me by my successes; judge me by how many times I fell down and got back up again.”
Organizations today are flatter and less hierarchical than ever before.
