Completely understand the customer by seeking an intense, complete and empathetic understanding. — Michael J. Silverstein Copy Share Image
Respond to your customer's dissatisfactions with precision and power. — Michael J. Silverstein Copy Share Image
Looks do count. Deliver visually stunning merchandising. Engage at the point of sale. Help consumers shop with their eyes. — Michael J. Silverstein Copy Share Image
If you innovate broadly, focus on the customer experience, and deliver everyday a great product, you will gain share. — Michael J. Silverstein Copy Share Image
I admire many entrepreneurs. They bring energy, excitement, youthful enthusiasm. What they lack in process, they make up for in gumption. — Michael J. Silverstein Copy Share Image
Deliver infinite growth having your customers talk about you, exclaim you and tell their friends and colleagues about you. — Michael J. Silverstein Copy Share Image
Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story,… — Michael J. Silverstein Copy Share Image
Don't ask your customers what they want. This rule is based on the view that they probably don't know. You have to… — Michael J. Silverstein Copy Share Image
Always welcome your customer's scorn. This rule says read the complaint letters. Categorize them. Decide how you are going to wipe them… — Michael J. Silverstein Copy Share Image
The starting point is to create a qualitative understanding of market drivers. You need to get into the head of the consumer… — Michael J. Silverstein Copy Share Image
Consumers cannot think in abstractions. They cannot envision a new concept. They cannot predict their behavior. They can only compare against their… — Michael J. Silverstein Copy Share Image
Original research starts all inspiration. Get inside the head of the consumer. Understand their needs, hopes and dreams. Deliver to their expectation.… — Michael J. Silverstein Copy Share Image
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 Copy Share Image
Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which… — Michael J. Silverstein Copy Share Image
The most effective CEOs have a primary source for tracking their markets. They meet with their teams frequently enough to keep innovation flowing, to… — Michael J. Silverstein Copy Share Image
Take an expansive view of the consumers needs and expand beyond your current boundaries. — Michael J. Silverstein Copy Share Image
The starting point is to create a qualitative understanding of market drivers. You need to get into the head of the consumer and be… — Michael J. Silverstein Copy Share Image
Our most exciting discoveries come from studying anomalies. The once-in-1000 occurrence is worth getting detail on. — Michael J. Silverstein Copy Share Image
Better ramp up your virtual relationships. Companies think omni channel is the correct answer. This is not enough. The information explosion for consumers makes… — Michael J. Silverstein Copy Share Image
The top 25 at every company really set the tone. Everyone watches them. They need to be present and focused. No slackers at the… — Michael J. Silverstein Copy Share Image
Own one idea. Complete it. Map the current model of purchase and usage. Change how it is done so at least some part of… — Michael J. Silverstein Copy Share Image
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… — Michael J. Silverstein Copy Share Image
A curious mind armed with skill, experience, knowledge, and patterns can give birth to big brand revolution. — Michael J. Silverstein Copy Share Image
You need to have sufficient resources against your priorities. Your eyes have to be open every day. — Michael J. Silverstein Copy Share Image
