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.
— Reid Hoffman
Listen to Brian craft an "11 star" experience highlights in the customer-centricity that lead to airbnb's success. That and going door-to-door photographing their first handful of host's sofas.
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