performance (Presutti, 2013). If you have ever been through a line at Starbucks, you might notice
that while the line is almost always wrapped around the building, you move through quickly.
With an option to order ahead on the mobile app, Starbucks increased response time from order
to placement in consumer's hands. In my experience, they are always willing to fix anything if
you are not fully satisfied, no matter how long the line is. This speaks to their competitive
advantage in the coffee market and their overall efficiency.
One important lesson that the Covid-19 pandemic taught companies was that remote work is the
future and in response, consumers desire flexibility. Airbnb quickly rearranged their business
model in 2019 to adapt to changing consumer needs and the spike in consumers working from
home. This flexibility and shift in their value chain resulted in long-term stays doubling in 2019
by Q4 (Airbnb, 2022). This change of direction is what keeps them competitive in their niche
market and why they remain a household name. They believe that focusing on their "Live and
work from anywhere" program directly benefits communities by increasing various economic
aspects such as employment and housing. Because this program attracts jobseekers from
everywhere, customer service improved, as did the number of bookings on their platform.
Airbnb guide to live and work anywhere: How communities can benefit
from remote workers.
Caldwell, C., & Anderson, V. A. (2017).
Competitive Advantage : Strategies,
Management and Performance
. Nova Science Publishers, Inc.
Chick-fil-A. (2023). Who we are.