Michael J. Silverstein Quotes

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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

  Winning, Giving, Soul

  Source: bobmorris.biz

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• All companies have many opportunities. Strategy is about allocation of resources and priorities.

  Michael J. Silverstein

  Opportunity, Priorities, Strategy

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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• Completely understand the customer by seeking an intense, complete and empathetic understanding.

  Michael J. Silverstein

  Understanding, Intense, Empathetic

  Source: bobmorris.biz

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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.

  Michael J. Silverstein

  Views, Needs, Want

  Source: bobmorris.biz

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• Companies that get in trouble have a failure to see two realities: market trends and competitor attacks.

  Michael J. Silverstein

  Reality, Two, Trends

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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• Consumers cannot think in abstractions. They cannot envision a new concept. They cannot predict their behavior. They can only compare against their current frame of reference. So you need to make the big leap for them. You need to provide them with a reason to buy, a reason to brag to their friends. Expect new-to-the-world ideas to fall on deaf ears. Consumers will, however, change their tune when they can see, touch, and explore.

  Michael J. Silverstein

  Fall, Thinking, Ideas

  Source: bobmorris.biz

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

  Michael J. Silverstein

  Eye, Looks, Helping

  Source: bobmorris.biz

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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

  Character, Creating, Office

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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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.

  Michael J. Silverstein

  Wipe, Letters, Welcome

  Source: bobmorris.biz

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• Functional goods sold en masse earn a good return but breakthrough profits come from satisfying emotional needs.

  Michael J. Silverstein

  Emotional, Needs, Return

  Michael J. Silverstein, Dylan Bolden, Rune Jacobsen, Rohan Sajdeh (2015). “Rocket: Eight Lessons to Secure Infinite Growth”, p.6, McGraw Hill Professional

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• The starting point is to create a qualitative understanding of market drivers. You need to get into the head of the consumer and be able to tell her story. It is both art and science. The purpose of the market map is to define dissatisfactions, hopes, dreams and fears. Winning solutions respond to the distinct and specific needs of a group of consumers.

  Michael J. Silverstein

  Dream, Art, Winning

  Source: bobmorris.biz

  4 Copy quote

• The truth is that business is simple: create great products, merchandise them at the point of sale, continuously innovate and surprise, reward and achieve a position of loyalty with your front line, and seek new truth from the market. Deliver the goods at a competitive cost. Price to earn a decent but not competitively inviting return. Not much else matters.

  Michael J. Silverstein

  Loyalty, Simple, Lines

  Interview With Bob Morris, bobmorris.biz. November 28, 2015.

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• Truth is so difficult to hear about. It must be experienced.

  Michael J. Silverstein

  Truth Is, Difficult

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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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

  Thinking, Engagement, Answers

  Source: bobmorris.biz

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• I admire many entrepreneurs. They bring energy, excitement, youthful enthusiasm. What they lack in process, they make up for in gumption.

  Michael J. Silverstein

  Entrepreneur, Energy, Gumption

  Source: bobmorris.biz

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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

  Team, Goal, Focus

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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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.

  Michael J. Silverstein

  Successful, Organization, Yesterday

  Interview with Bob Morris, bobmorris.biz. November 28, 2015.

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• Take an expansive view of the consumers needs and expand beyond your current boundaries.

  Michael J. Silverstein

  Views, Needs, Boundaries

  Source: bobmorris.biz

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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

  Effort, Understanding, Fans

  Source: bobmorris.biz

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

  Michael J. Silverstein

  Jobs, People, Giving

  Source: bobmorris.biz

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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.

  Michael J. Silverstein

  Moving, Differences, Innovation

  Source: bobmorris.biz

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

  Michael J. Silverstein

  Precision, Customers, Dissatisfaction

  Source: bobmorris.biz

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• The Golden Rule works. It really does. Treat people the way you want to be treated. Kindness begets kindness.

  Michael J. Silverstein

  Kindness, People, Doe

  Source: bobmorris.biz

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• All great companies have spirit and culture. Mean spirited returns mean spirit.

  Michael J. Silverstein

  Mean, Culture, Return

  Source: bobmorris.biz

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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

  Example, Watches, Needs

  Source: bobmorris.biz

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