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Masters of Scale

The Honest Company’s Jessica Alba: Make your customer the star

Masters of Scale

WaitWhat

Startups, Business, Mindset, Management, Bob Safian, Entrepreneurship, Diversity & Inclusion, Reid Hoffman, Jeff Berman

4.64.4K Ratings

🗓️ 12 October 2021

⏱️ 35 minutes

🧾️ Download transcript

Summary

Jessica Alba’s approach in founding and building The Honest Company revolves around three letters: IRL, a useful acronym for “In Real Life.” This phrase acts as a reminder for the company to shine the spotlight onto their customer’s real needs – not only to understand them, but to address them as well. Alba built the company around her passion to make childcare and household products that are safe and eco-friendly. By asking her team “What’s the IRL version of this?”, Alba focuses the company to make products that will enhance the customer’s everyday lives. “A lot of these product ideas come from: What do I wish I had to optimize the life experience – and then, how can we do it?” 

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Transcript

Click on a timestamp to play from that location

0:00.0

Hi, it's Bob Safian. You've been hearing me as the host of rapid response in this feed for a few years now,

0:07.8

with short newsy interviews alongside the deeper dives of Masters of Scale. Well, I'm excited to share that rapid response is expanding into its own feed.

0:17.0

We'll be putting out shows twice a week, focusing on the urgent issues that business leaders are dealing with in real time.

0:24.7

So search for rapid response in your podcast player

0:28.0

and subscribe to make sure you get all our episodes.

0:31.2

I'll see you on the other side.

0:33.0

In just a moment we'll be talking with entrepreneur and movie star

0:37.0

Jessica Alba about scaling the honest company.

0:40.0

But first we're going to start with a story to set up our theory for this episode.

0:45.0

The room was surrounded in black.

0:49.0

The stage itself was slats of wood like you'd see on an old ship.

0:55.0

And there were six square chambers on a large wall behind me,

1:00.0

and each one contained a different object or scene of sorts that I would interact with

1:06.5

over the course of the performance.

1:11.3

At the top left there was an automaton with a gold head and a wolf's head in another box and a broken window with a brick smashed through it in another box and a broken window with a brick smashed through it in another box and a bottle of booze.

1:25.8

That slide of hand artist Derek Delgadio describing the set for his stage show in and of itself.

1:35.0

I'm not going to spoil the show by giving any more details. You really need to see it yourself.

1:40.0

But I will say that the surreal setup Derek just described is aimed at building a very real and lasting connection with his audience.

1:47.0

Judging by the emotional responses from those who've seen the show and the critical acclaim it's won, Derek succeeded.

1:54.0

It's nice to know that something that you've made resonates with people in a meaningful way.

1:59.0

As an artist, it's probably the most rewarding thing to know that the thing you tried to say was

2:03.5

heard and it made some impact. For Derek, the real magic is making art that stays

...

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