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Masters of Scale is a new podcast series hosted by Reid Hoffman, Co-Founder of LinkedIn and Partner at Greylock, which explores his philosophy on how to scale a business from zero to a gazillion. The series unfolds like a music-infused detective story as Hoffman tests his theories with famous founders.
This is episode is a wonderful start to a truly engaging series so far.
If you want your company to truly scale, you first have to do things that don’t scale. Handcraft the core experience. Get your hands dirty. Serve your customers one by one. And don’t stop until you know exactly what they want. That’s what Brian Chesky did. As CEO of Airbnb, Brian’s early work was more akin to a traveling salesman. He takes us back to his lean years – when he went door-to-door, meeting Airbnb hosts in person – and shares the imaginative route to crafting what he calls an “11-star experience.”
If you want your company to truly scale, you first have to do things that don’t scale. Hand-craft the core experience. Serve your customers one-by-one. Then figure out how and what to scale.
Here’s my top 3 take-away’s for small business owners
- Take the time to visualise and document the 1-11 star customer experience