If you innovate broadly, focus on the customer experience, and deliver everyday a great product, you will gain share.
Michael J. SilversteinDon'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. SilversteinDefine a winning proposition that is consumer right and delivers margin accretion.
Michael J. SilversteinPeople underestimate the power of the Internet. For some consumers, it is the source of all information. Younger adults are on their phones more than they watch television. They don't read newspapers. It is their real world. It is not a set of virtual lenses.
Michael J. SilversteinI like to take CEOs into consumers' homes to see the "real world." CEOs have privileged lives with big incomes, lots of help, access to just about anything they wish. The average consumer lives on $53,000 a year and has daily tradeoffs and compromises that must be made. I took a CEO into a trailer park so he could observe first-hand - and understand - how consumers use his product.
Michael J. Silverstein