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COVER STORY
<
The
reluctant
leader
A marketing strategy based purely on putting
customer service at the heart of the business
has helped Craigslist become one of the most
visited websites in the world. Marie Boran
spoke to its eponymous founder,
Craig Newmark
o you want to know a dirty little secret about internet
D
users? We say we want pretty websites with beautiful
designs and intuitive interfaces informed by scientific
studies of how the human eye tracks information or
how we respond psychologically to certain colours.
We’re lying.
The ugly truth is we want our online information and communi-
cation rough and ready. As long as the customer service is good.
Craig Newmark knows all about this and he should: he’s the
founder of Craigslist, one of the most visited websites in the
world with 20 billion page views per month on average.
Volume 4 Issue 1 2010 Marketing Age 21
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