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. — 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 them, the context for their needs and their major dissatisfactions. — 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
