Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your customers are the most important "characters". Because, you know, they really are.
Don't ask your customers what they want. This rule is based on the view that they probably don't know. You have to fully understand them, the context… - Michael J. Silverstein
Don't ask your customers what they want. This rule is based on the view that they probably don't know. You have to fully understand them, the context…
- Michael J. Silverstein
Looks do count. Deliver visually stunning merchandising. Engage at the point of sale. Help consumers shop with their eyes. - Michael J. Silverstein
Looks do count. Deliver visually stunning merchandising. Engage at the point of sale. Help consumers shop with their eyes.
Functional goods sold en masse earn a good return but breakthrough profits come from satisfying emotional needs. - Michael J. Silverstein
Functional goods sold en masse earn a good return but breakthrough profits come from satisfying emotional needs.
Completely understand the customer by seeking an intense, complete and empathetic understanding. - Michael J. Silverstein
Completely understand the customer by seeking an intense, complete and empathetic understanding.
Respond to your customer's dissatisfactions with precision and power. - Michael J. Silverstein
Respond to your customer's dissatisfactions with precision and power.
Companies that get in trouble have a failure to see two realities: market trends and competitor attacks. - Michael J. Silverstein
Companies that get in trouble have a failure to see two realities: market trends and competitor attacks.
Always welcome your customer's scorn. This rule says read the complaint letters. Categorize them. Decide how you are going to wipe them out. - Michael J. Silverstein
Always welcome your customer's scorn. This rule says read the complaint letters. Categorize them. Decide how you are going to wipe them out.
Consumers cannot think in abstractions. They cannot envision a new concept. They cannot predict their behavior. They can only compare against their c… - Michael J. Silverstein
Consumers cannot think in abstractions. They cannot envision a new concept. They cannot predict their behavior. They can only compare against their c…
Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your cust… - Michael J. Silverstein
Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your cust…
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