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Perspectives November 14, 2013

Airbnb, Redfin, Uber and the Rise of the E2E Movement

Delivering End to End Consumer Experience

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The terms B2C and B2B have been around since the early days of the Internet. But over the past several years, I’ve seen the rise of a new entrepreneurial movement that is now accelerating. I call it E2E: companies that are focused on delivering an “end to end” consumer experience, powered by a fusion of software and people. These are essentially “real world” software companies. They use software and technology to deliver compelling services in the off-line world.

The fundamental trait of the ideal Silicon Valley startup has long been scalability. When a ten-person team can build and deliver a product to ten million people, that’s a beautiful thing. Yet there are times in business when you need to do things that don’t scale, times when good, old-fashioned human touch is an essential part of the overall equation. The quality of a company’s customer experience matters as much as the quality of its code. Algorithms can become obsolete, patents can expire, but a reputation for delivering a great end-to-end customer experience will endure. Read more on LinkedIn.