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. SilversteinBusiness operators that really deeply care about their employees and consumers deliver the right response every day.
Michael J. SilversteinAll great companies have spirit and culture. Mean spirited returns mean spirit.
Michael J. SilversteinA curious mind does not say to consumers "What do you want?" A curious mind understands context, understands behavior, understands spending and spending patterns - the accumulation of a day's purchases, or spending over a week or a year. A curious mind asks the questions that open up the consumer to talk about her latent dissatisfactions, hopes, wishes, and dreams.
Michael J. Silverstein