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Quote by Michael J. Silverstein

“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.”

Quote by Michael J. Silverstein

Author

Michael J. Silverstein

Michael J. Silverstein, born in 1955, is an accomplished author known for his works in the fields of business, marketing, and consumer behavior. His writings are recognized for their insightful analysis and unique narrative style. more

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“Time is a big enemy. Companies have a tendency to drift and to do what was successful yesterday. CEOs need to set a high goal, enforce a time-based output scheme and stay connected all the way down in their organization. They have to do this sincerely every day, everywhere.”

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“Don't ask your customers what they want. This rule is based on the view that they probably don't know. You have to fully understand them, the context for their needs and their major dissatisfactions.”

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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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“Always welcome your customer's scorn. This rule says read the complaint letters. Categorize them. Decide how you are going to wipe them out.”

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“Looks do count. Deliver visually stunning merchandising. Engage at the point of sale. Help consumers shop with their eyes.”

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“Transform your employees into passionate disciples. Teach. Create apostles. Give people a calling, not a job.”

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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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“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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“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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