I had to give it a full go and see what happened.
It had always made sense to me to build a business based on what people really wanted, rather than guess what we thought they might want.
We've found that customers are very open. They'll tell you what's going on, what's working and what's not. They're looking for help.
Collaboration equals innovation.
Ideas are commodity. Execution of them is not.
If we have 99% [market] share of Ford Company, the question to us is 'How do we improve the customer satisfaction in order to get that additional 1% share?