Since it’s a cycle, you can start at any input. The metrics for Customer Experience, for example, could include speed of shipping, breadth of selection, richness of product information, ease of use, and so forth. Watch what happens when we improve customer experience: Better customer experience leads to more traffic. More traffic attracts more sellers seeking those buyers. More sellers lead to wider selection. Wider selection enhances customer experience, completing the circle. The cycle drives growth, which in turn lowers cost structure. Lower costs lead to lower prices, improving customer
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