A Quote by Kim Williams
There has been a fundamental paradigm shift. Today's customer expectations are: If i can imagine it, it simply has to be there; if not, I'll invent it myself'
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Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.
Quality that significantly exceeds the customer's expectations doesn't seem to pay off. This 'delight the customer' stuff isn't rewarding. One has to be careful about delighting customers too often, because it sort of reshapes customer expectations.
Almost always the men who achieve these fundamental inventions of a new paradigm have been either very young or very new to the field whose paradigm they change.
We need to shift the paradigm from reactive technologies to more integrative solutions that deal with the variety and complexity of the threats that are out there today.
Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.
Every time you see a new paradigm emerge, it's always new vendors that lead it. I can't think of one case where an incumbent led a paradigm shift.
You're not just trying to do something marginally, incrementally better. You're doing something that is a fundamental paradigm shift, that will have exponential impact. That means it's harder to do, but ultimately, if it's successful, the impact it has is far greater.
As retail goes through a fundamental shift into the digital world, I believe Ocado's model and the high standards of customer service it provides will see it emerge as a powerful online player.
But a big paradigm shift is staring us in the face. If I left things to someone else despite having my own thoughts on it, I wouldn't be true to myself.
The most common way customer financing is done is you sell the customer on the product before you've built it or before you've finished it. The customer puts up the money to build the product or finish the product and becomes your first customer. Usually the customer simply wants the product and nothing more.
One of my biggest lessons has been to be easier on myself and not make things such a big deal. It's a wonderful feeling to experience a shift when you realize that you have the power to change the patterns within yourself. Today, I still have moments where I feel myself start to go to the place of not being on my own team, but then I reel myself back.
First, we must liberate people from religion, as religion is understood and practiced today. Second, we must effect a paradigm shift from religiosity to shared spirituality.
You cannot carry out fundamental change without a certain amount of madness. In this case, it comes from nonconformity, the courage to turn your back on the old formulas, the courage to invent the future. It took the madmen of yesterday for us to be able to act with extreme clarity today. I want to be one of those madmen. We must dare to invent the future.
The first step in exceeding your customer's expectations is to know those expectations.
There is a fundamental shift that social media necessitates in business today - the need to transition from 'Me First' to 'We First' thinking.
There's only one band that could ever even pretend to assume the mantle of what the Beatles did, who have been so pre-eminent and world-dominating that they could effect a paradigm shift in the culture, who have been willing to leverage their success into musical change, and that is U2 - regardless of what the result of that is.
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