Quote

Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your customers are the most important characters. Because, you know, they really are.

Michael J. Silverstein

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Michael J. Silverstein
Age: 69
Born: 1955
Born: January 1
Author
Consultant
Stories
Accountable
Character
Narrative
Important
Customers
Really
Characters
People
Creating
Office
Hold
Roam
Story
Observant

More quotes by Michael J. Silverstein

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Deliver infinite growth having your customers talk about you, exclaim you and tell their friends and colleagues about you.
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Consumers are time constrained, budget restricted and less loved than they would like. Give them a wonderful experience and they will share it. Capture their soul and win big time.
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Define a winning proposition that is consumer right and delivers margin accretion.
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Better ramp up your virtual relationships. Companies think omni channel is the correct answer. This is not enough. The information explosion for consumers makes 24/7 and full and complete engagement possible.
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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.
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Companies that get in trouble have a failure to see two realities: market trends and competitor attacks.
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A curious mind armed with skill, experience, knowledge, and patterns can give birth to big brand revolution.
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Transform your employees into passionate disciples. Teach. Create apostles. Give people a calling, not a job.
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Business operators that really deeply care about their employees and consumers deliver the right response every day.
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You need to have sufficient resources against your priorities. Your eyes have to be open every day.
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Find out what schismogenesis means. Schismogenesis is anthropology. It says relationships between people are not stable. They are either moving up or moving down. The same is true for brands. You need to understand where you are.
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A lot of people believe you only need a vision. This is simply not correct. You need brilliant execution every day. It's about attention to all the details of go to market.
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The choices we make define our future.
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People 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.
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Woo 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.
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Take giant leaps. Too many companies are into incremental innovation. The only thing that moves markets is violent turns. Major differences. Don't get caught in the trap of small steps.
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A curious mind does not jump to conclusions but tests carefully and thoroughly. A curious mind will draw on all of life's experience to get to the big uh huh. The curious cut the data by quintile, by segment, and by user.
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Too many companies are happy to have workers to dread working. They have the wrong attitude because they have the wrong leadership.
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Respond to your customer's dissatisfactions with precision and power.
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Own one idea. Complete it. Map the current model of purchase and usage. Change how it is done so at least some part of the market uses only your product. Extend from that core user to a much broader universe. Describe your concept in a very short, six-word story - a la Ernest Hemingway: For sale: baby shoes, never worn.
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