Seth Godin interviews Richard Branson about the value of listening for innovation and leadership. You can spare 1min 15 for that, can't you?Listen - and listen aggressively!
As Branson says, your customers have got more and often bigger brains than you have. And they'll tell you what they want - for free. (Image courtesy)
Watch it here.
BTW American Express, while you're listening... we prefer portable video (ie a code snippet which makes it playable here a la Youtube) not a fixed location we must point at. Just so's you know.
I've been reading Branson's new book and I really like his approach. "The customer is always right" has kind of faded away in recent years, and I am glad people are starting to wake up to remember that a company centers around its customers, not the other way around.
ReplyDeletesimple stuff isn't it. But you're right. companies are often full of empire building experts who put their own agendas ahead of those of their customers.
ReplyDelete