…rs are vocal when dissatisfied, products are easily replicable, and trust in businesses is eroding. Delighted customers are more powerful and influential than any marketer, salesperson, or service rep could be alone.
…el was just a furniture store; Patagonia was a guy trying to build better mountaineering equipment. Very few founders had explicit plans for creating a scalable business that would become an empire worth hundreds of millions of dollars. (Although some did start with that plan — including Jennifer Hyman of Rent the Runway and media mogul Haim Saban.)