Para reflexão

O capítulo 6 “The Future Will Not Be Evenly Distributed” do livro “Remarkable Retail” tem um trecho que faz sorrir e descobre a careca a muitas startups:

"About ten years ago, I attended a conference where the opening speaker was Zappos’s CEO and founder, Tony Hsieh. As was typical for the time, he regaled the audience with tales of hyper-growth, amazing customer service, and an entrepreneurial culture that lived to deliver a wow experience. It was around the time Amazon plunked down over $1 billion to acquire the nascent shoe seller.
As I recall, the speaker who followed Hsieh deviated from his stated topic, starting out by telling us about his plans to open the best hotel in the world along New York City’s Central Park. The hotel would feature a dizzying array of restaurants, all helmed by celebrity chefs, and the largest hotel health club ever. Rooms would be the largest in the city, and all would have spectacular views of the park through floor-to-ceiling windows. Complimentary helicopter or limousine service would be available from all area airports. “But the best part,” he said, pausing for dramatic effect. “The best part is our prices will be 20 percent lower than the Four Seasons, the Mandarin Oriental, The Peninsula, or any other of the very top hotels in Manhattan.”
Having delivered his pitch, he asked, “So, how many of you would be interested in staying in this hotel?”
Most hands in the room shot up immediately.
“How many of you want to invest in this hotel?”
Not a single hand went up.
“That’s fascinating. Because I’m not sure that what I just described is fundamentally different than what you just heard about Zappos or any of these other brands offering out-of-this-world service and ridiculously low prices."

Para reflexão:

“It’s hard to imagine a scenario where a traditional retailer could or would recommend a strategy whereby it lowered its prices, dramatically increased its marketing spending, and added expensive extra features and benefits to deliver “incomparable value” and “ninja-like” customer service, with the promise to the board of directors of “Sure, we will lose hundreds of millions of dollars for the next several years, but trust me, within a decade—fifteen years tops—this is going to be truly phenomenal.” For legacy retailers that seems nuts. For “disruptors” it’s a key feature.”