Platforms Must Become Gateways

The fundamental nature of platform businesses is that they are capital-intensive. You need to burn money upfront until people recognize your value, get used to you, and ultimately make you their gateway.

What is customer service?

For archery, you shoot randomly around the wall, and the staff then draws the target wherever your arrows land.

In other words, it's all about catering to the customer's every whim.

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