The competitor to be feared is one who never bothers about you at all, but goes on making his own business better all the time.
The longer you wait, the harder it is to provide outstanding customer service.
Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it. Digital Darwinism does not discriminate. Every business is threatened.
Until you understand your customers - deeply and genuinely - you cannot truly serve them.
What I do know, at least what I think I have learned from my experiences in business, is that when there is a rush for everyone to do the same thing, it becomes more difficult to do. Not easier. Harder.
The magazine was being started by a company that had no experience in business magazine publishing. It was a little difficult to get people to sort of buy into it and to join the staff, but we did.
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