Chapter preview · Arc VI — Build moats that last
Chapter 22 — Product Valhalla
When Service Evolves Into Relationship
How tangibles transform from one-time transactions into ongoing relationships through service layers, creating customer value and competitive moats beyond the initial hardware sale
The next morning, some Tesla owners woke up to find "Romantic mode" as they tried to heat their cars in the chilly morning of November 30th.
The update, automatically available after an overnight firmware update, also included gems such as "fart mode" which emulates flatulent sounds when the passengers take their seat. Class was never the hallmark of Mr Musk's endeavors, if one ever needed a reminder.
Want to read the rest?
Get the full chapter and the rest of the book — available now on Kindle and in paperback.