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Respond to your customer's dissatisfactions with precision and power.

Michael J. Silverstein

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Michael J. Silverstein
Age: 69
Born: 1955
Born: January 1
Author
Consultant
Customer
Respond
Customers
Power
Dissatisfaction
Precision

More quotes by Michael J. Silverstein

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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.
Michael J. Silverstein
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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.
Michael J. Silverstein
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Define a winning proposition that is consumer right and delivers margin accretion.
Michael J. Silverstein
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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.
Michael J. Silverstein
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Failure to make the tough but necessary choices means slow painful death.
Michael J. Silverstein
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I believe in classic ideas. They are timeless. They are forever. There are many fads in management.
Michael J. Silverstein
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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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Business operators that really deeply care about their employees and consumers deliver the right response every day.
Michael J. Silverstein
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The choices we make define our future.
Michael J. Silverstein
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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.
Michael J. Silverstein
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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.
Michael J. Silverstein
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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.
Michael J. Silverstein
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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.
Michael J. Silverstein
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You need to have sufficient resources against your priorities. Your eyes have to be open every day.
Michael J. Silverstein
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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
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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.
Michael J. Silverstein
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Truth is so difficult to hear about. It must be experienced.
Michael J. Silverstein
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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.
Michael J. Silverstein
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A curious mind armed with skill, experience, knowledge, and patterns can give birth to big brand revolution.
Michael J. Silverstein
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For me, it's often about consumption behavior. I focus my energy on understanding the heavy user. They are odd but hold opportunity. I ask: how do they use the product, what motivates them, how can we clone them.
Michael J. Silverstein