Competitive Advantage: Creating And Sustaining ... -

Her baristas were paid 20% above the market rate and felt like owners. Their genuine warmth couldn't be faked by The Grind’s overworked, high-turnover staff. The Epilogue

Five years later, The Grind is now a generic juice bar. The Alchemist, however, has expanded to four locations. Competitive Advantage: Creating and Sustaining ...

Elena didn't win because she worked harder; she won because she stopped playing the same game as everyone else. She created a gap between what the customer felt and what the competitor could do—and then she spent every day widening that gap. Her baristas were paid 20% above the market