Your customers can tell you the things that are broken and how they want to be made happy. Listen to them. Make them happy. But don't rely on them to create the future road map for your product or service. That's your job.
Interpretation
Engage with customers to understand their needs but take responsibility for innovation yourself.
This quote emphasizes the importance of listening to customer feedback to identify issues and improve satisfaction. However, it draws a clear line by stating that while customers can inform you of their desires and problems, the overall vision and strategic direction for a product or service should come from the business itself.
In practice
During a company meeting, to emphasize the importance of customer feedback.
If the pitch starts with a sob story, I'm out. If the pitch talks about personal issues, I'm out. If the pitch starts off with how big the market opportunity is, I'm out. If the pitch tells me what is unique about the product, how it can make a profit, and it's an area where I have expertise, I will read on.
Leaders don't look backwards to condemn what has already been done; they look forward to create a better future.
It doesn't matter how many times you fail. You only have to be right once and then everyone can tell you that you are an overnight success.
I think you’ve got to be very, very careful when you start making blanket statements about what people say and think, as opposed to what they do. It’s a very, very slippery slope.
Creating a close connection to those you do business with has its many risks, rewards and consequences._x000D_ _x000D_ There are few things in business I have encountered that are more difficult than firing someone, particularly if that someone has always been, or has become a friend._x000D_ _x000D_ On the flip side, I have been rewarded with many friends.
I'm always afraid of failing. It's great motivation to work harder.
When we first started our internet company, 'China Pages', in 1995, and we were just making home pages for a lot of Chinese companies. We went to the big owners, the big companies, and they didn't want to do it. We go to state-owned companies, and they didn't want to do it. Only the small and medium companies really want to do it.
Part of company culture is path-dependent - it's the lessons you learn along the way.
At Patagonia, making a profit is not the goal because the Zen master would say profits happen 'when you do everything else right'.
The reality is the Lean Startup method is not about cost, it is about speed. Lean startups waste less money, because they use a disciplined approach to testing new products and ideas.
Entrepreneurs have only the murkiest picture of the future in which they are making their bets, and also there is ambiguity: they don't know when they push this lever or that lever that the outcome is going to be what they think it is going to be - there is the law of unanticipated consequences.
Imitation can be commercial suicide.
Subscribe for the occasional hand-picked quote. No noise.