Great companies put their customers first through quality service, transparency, and a long-term focus on innovation, agility, learning, and competitiveness. They invest in expanding their value proposition and staff over many years, rather than seeking quick growth, in order to develop strong customer loyalty and create "religions" around their brands.

1. Well.ca
Ali Asaria
Velocity 101
September, 2009

10. What makes a
company amazing?

11. Great companies
put their customers
first.

12. Quality of Service
• Free shipping
• Don’t time calls
• Pay for returns
• Hand-written notes
• Clear 1-800 #

13. Great companies
are transparent.

14. Great companies
are in this for the
long haul.

15. Great companies
are always
innovating.

16. Great companies
are Lean and Agile.

18. Great companies
are always
measuring, always
learning.

19. Our Customers

20. Our Customers

21. Our Customers
• Women
• Ages 25-39
• 3:00 PM peak
• 85% Urban

22. Great companies
are competitive.
They want to win.

23. Great companies
are not built
overnight.

24. Great companies
are always looking
to expand 10X, 20X,
100X. They are
hungry.

25. Garnier
Pampers
Pantene
Number of Products on
Burt’s Bees Well.ca
Biore
Kotex
L’Oreal
Slimfast
Durex
Maalox
Visine
...

26. Great companies
don’t market.

27. Great companies
invest in themselves
by investing in their
value proposition.

28. Do something
interesting.
launch of
free shipping
2006 2007 2008

29. Great companies
are always
executing.

30. Great companies
don’t create
products, they
create religions.

31. Livechat from a little while ago:

32. “Lots of products to choose from, easy navigation, fast
easy checkout, and super-fast shipping!!! Fast, zippy,
and totally un-hassley! Great customer service, and
communication!!! Thanks!!! :)”
Susan - Stella, Ontario

33. Great companies
invest in their staff.

35. Well.ca
Ali Asaria