1. The need or the consumer insight : is it strong enough, big enough, global enough, and mist importantly is it going to last enough as a need. 2. The business model and ability to pivot as the start up moves to scale up. Netflix was a VHS library in its first days and Amazon was an online bookseller it's initial days. So how fast can the start up change shift gears and renew focus? 3. Undying belief, faith and determination of the founders in the business model 4. Get the user experience right first time. Consumers are unforgiving and have very short attention spans. One small glitch and they move.

Almost on a daily basis we suffer due to inadequate and often non-existent customer service which leaves us with loss of time, resources and outcomes. Is this just because of cost-cutting leading to bare minimum and continuous training or is there a shift in culture happening for the worse?