Adding a personal touch was a key to success for some of the world’s most successful tech companies
What is the key to scaling? Integrate a business culture that does not scale.
What? But why would I build a company without scalability in mind? No. The product can, and should, be scalable, but successful companies maintain inefficient customer service models because, simply, they are better.
Apple could easily cut overhead with its packaging, AirBnB could have used stock images to promote its brand and Wufoo could have sent a nice email thanking users for signing up.
But they didn’t. Apple packaging is almost as iconic as the product, AirBnB survived because it made the effort to get personalised photos and Wufoo sends handwritten cards to its clients.
Are these business practices scaleable? No. But they go a long way to making sure the product takes off.
Infographic courtesy of Founders and Founders
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