They just need to continue to put out a product/service that makes customers feel like they are the priority as opposed to enterprise customers. Very few regular people focused companies these days. Another example would be Costco, which people also love despite being public, which makes them a super unicorn.

It's very rare these days for companies to put focus on regular people for money instead of knowing they can abuse them due to lack og options regular folk have. And the bar is so low that it is enough to have people content.