The most effective CEOs have a primary source for tracking their markets. They meet with their teams frequently enough to keep innovation flowing, to reduce and focus costs, to be energized. They create a tight agenda and they set high goals.
Michael J. SilversteinWoo your biggest fans. This rule says concentrate your efforts at understanding on the 2 percent of consumers that personally drive 20 percent of sales and invite their friends and colleagues to enjoy you.
Michael J. SilversteinAlways 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. SilversteinDeliver infinite growth having your customers talk about you, exclaim you and tell their friends and colleagues about you.
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