Delight customers by giving them what they didn't ask for

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  • george of the jungle goshen, UT
    Feb. 3, 2014 6:58 a.m.

    I don't remember who said that you can ether be smart or pleasant, it's better to be pleasant.

  • Baron Scarpia Logan, UT
    Feb. 2, 2014 8:41 a.m.

    Henry Ford famously quipped -- "If I asked customers what they wanted, they would have said a faster horse!" Again, customers had no concept of the horseless buggy -- or automobile that Ford helped to innovate.

    Good marketers listen to customers, but look beyond what they say to identify their underlying values and strive to see into the future about what problems customers are likely to encounter. This should be the input for future products.

    Was just reading about the future of gadgets. Customers are so used to carrying a "brick" (e.g., smart phone) around that they don't realize how clumsy and what a nuisance it is for living. People literally lose, drop, break their smart phones, but don't see what the "solution" to this is. Futurists are saying that "wearable" gadgets are the next generation of smart phones -- a gadget that is blended into your clothing (solar-powered to boot!) so that you never drop or have to carry a clumsy "brick" around all the time or run out of juice. Customers AREN'T demanding this, but it is a solution now emerging as the next generation of smart phones. Watch for them!