Think Small to Scale Big

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Innovative business success starts with a focus on small-scale actions before aiming for larger ambitions. Emphasizing personalized customer service, entrepreneurs should build meaningful relationships and understand users deeply, rather than seeking immediate mass appeal. This approach, illustrated through the experiences of notable founders, underscores the importance of empathy in product design. By considering the user's perspective from the outset, businesses can create a solid foundation that supports sustainable growth and scaling, ultimately leading to greater success.

In honor of our five year anniversary of Masters of Scale, we're revisiting our first episode ever, featuring Airbnb's Brian Chesky.

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.”

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