"Success at consumer startup is like winning a lottery three times over."
T Mobile is not only relevant again but is now fastest growing wireless company. It is doing this just by focusing on pain points of the customers.
T-Mobile US Reports First Quarter 2014 Results and Best Ever Quarterly Performance in Branded Postpaid Net Customer Additions : http://investor.t-mobile.com/Mobile/file.aspx?IID=4091145&FID=23437708
"customer support tickets are a lot like roaches. Seeing a roach in the kitchen is usually an indication that there are thousands more roaches in the basement. Similarly, for every frustrated customer that tells you about a bug in your product, there are likely hundreds more customers affected by the issue that aren’t going to write in"
"Ultimately, if your goal is to build a great company — and that is our goal — you have to figure out your sustainable customer value proposition (your product differentiation) and your business model. Growth without solving for the USP and equation of the business only gets you so far."
Finally subtle one but very important: Promoting “I am here to help the team deliver high quality and customer satisfaction” over “I am here to break your code”.
"Built-in paradox with the notion of people management is that most high-performing people do not like to be managed."
Here is a case study on enterprise strategy to walk the walk on focus. CVS wanted to become a focused health-care provider and be known for that. Hence they boldly decided to eliminate offerings that do not align with that focus. This decision is costly in short-term with an immediate impact on revenue (almost $2 Billion dollars). However, in long run it is decisions like this that position companies for greatness.