Category Archives: Spending time with customers

Under What Assumptions Do You Operate That Are Not Accurate?

We believe this is a fundamental question that can make or break your strategy. As Mark Twain famously said, “It ain’t what you don’t know that gets you in trouble. It’s what you know that ain’t so.” A brief review … Continue reading

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Where Walmart Went Wrong

Since Walmart’s recent announcement that they were closing a bunch of stores, pundits have chimed in about what’s wrong. A recent article at entitled, “Walmart’s Outdated Management Style Is Failing Customers,” suggests there is something wrong with their ability … Continue reading

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Sense And Respond; Or Wonder What Happened

I was looking back through some files and found an article from the July/August 2011 issue of The Harvard Business Review: “Adaptability: The New Competitive Advantage.” I’m sure I kept it because its basic premise: the need for flexible, adaptable, … Continue reading

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Think Like A Customer … Apparently It’s Even Harder To Do Than We Thought

I believe the critical skill required of any good marketer is the ability to think like a customer, as opposed to hoping the customer thinks like them. Many other experts also stress the need to think like a customer. While … Continue reading

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Getting In Touch With Customers? … Or An Excuse

Cadillac recently announced they were being split off from GM as a separate business unit. Good for them. As long as they don’t follow Saturn’s fate; as a separate business unit that is. Cadillac also announced they were moving sales … Continue reading

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The Real Reason Sony Lost It’s Mojo

A recent article in Business Week, “Sony Bets It Can Find The Next Big Thing,” discusses Sony’s poor results (six annual losses in seven years) and how they are still spending close to $5B in R&D to find the product(s) to … Continue reading

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“Customer centric” is still mostly baloney

For all the talk of “putting the customer first” these days, many, if not most, companies really don’t. (Actually, the right priorities for any company are the ones delineated by Bill Hewlett- the founder of Hewlett and Packard.  They are: … Continue reading

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