How to build the next Google
We asked the brightest minds in business how they do what they do and how you can cash in on their advice in the year ahead.
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Craig Newmark
Craig Newmark
Founder and Chairman, Craigslist
Trust Your Customers and They'll Love You in Return
As part of my job, I put in at least 40 hours a week on customer service. I'm just a customer service rep. My two biggest projects are dealing with misbehaving apartment brokers in New York and lightly moderating our discussion boards.

We are a very open, very democratic site, which means we get all sorts of people. We do get some bad guys who are a few fries short of a Happy Meal. So we have to enlist the aid of our community to help us. The lesson implicit in this is that people will help you out and behave in a really good way. If you trust them, they will respond to that trust.

American corporate culture seems to devalue customer service in a big way. I say, go the other way. Do it right. Trust your customers. Give them power to do things right. Service costs will drop, and customers will become more devoted to your products and services. This ain't rocket science.
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Most stock quote data provided by BATS. Market indices are shown in real time, except for the DJIA, which is delayed by two minutes. All times are ET. Disclaimer. Morningstar: © 2018 Morningstar, Inc. All Rights Reserved. Factset: FactSet Research Systems Inc. 2018. All rights reserved. Chicago Mercantile Association: Certain market data is the property of Chicago Mercantile Exchange Inc. and its licensors. All rights reserved. Dow Jones: The Dow Jones branded indices are proprietary to and are calculated, distributed and marketed by DJI Opco, a subsidiary of S&P Dow Jones Indices LLC and have been licensed for use to S&P Opco, LLC and CNN. Standard & Poor's and S&P are registered trademarks of Standard & Poor's Financial Services LLC and Dow Jones is a registered trademark of Dow Jones Trademark Holdings LLC. All content of the Dow Jones branded indices © S&P Dow Jones Indices LLC 2018 and/or its affiliates.