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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
Hold
Roam
Story
Observant
Stories
Accountable
Character
Narrative
Important
Customers
Really
Characters
People
Creating
Office
More quotes by Michael J. Silverstein
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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The top 25 at every company really set the tone. Everyone watches them. They need to be present and focused. No slackers at the top. They need to meet in combination every recruit. They need to meet them on the first day. They need to teach by example. This is the lesson that great companies teach.
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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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Respond to your customer's dissatisfactions with precision and power.
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Failure to make the tough but necessary choices means slow painful death.
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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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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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Define a winning proposition that is consumer right and delivers margin accretion.
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I believe in classic ideas. They are timeless. They are forever. There are many fads in management.
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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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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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People need to be inspired. They need to hear and believe a story. If you want them to be self-motivated, you need to engage them.
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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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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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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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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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Truth is so difficult to hear about. It must be experienced.
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The choices we make define our future.
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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.
Michael J. Silverstein
Companies that get in trouble have a failure to see two realities: market trends and competitor attacks.
Michael J. Silverstein
