Here’s another example of where a single-threaded leader and team helps. I was accountable for the financial performance and overall health of the affiliates business. Our team had virtually all the resources required to launch this feature: we had software engineers and product managers to build the feature; and we had our own customer service representatives armed with specialized knowledge and tools to field questions from affiliates. We knew our customers well, had conviction that the experiment was worth doing, and were willing to be misunderstood as we tried something new. We also had a
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