Know What Customers Want

These words have a tremendous meaning to Ms. Meg Whitman from ebay. Their platform reinforces customer (community) usage. As a result of that model, the users dictate / create future trends. That's where management has to "Observe & Address). Geoffrey

The concept of "being close to your customer" runs counter to present thought on innovation. The proximity to your primary customers can create a myopic perspective and leave your tried and true process open to "disruption". You must have vision that covers the core and the margin; high-margin and low-end users of your product/service should both be defined product development/contribution curves. Not that Chik-Fila will see a new "meat alternative" moving on the market to replace chicken or will the concept of fast food delivery alter to any great degree, but the advent of the DQ Grill & Chill and Steak & Shake's "work-a raunt" definintion brings additional cache to the presentation of "fast food". You could also examine the margin contribution of selling TGI Fridays, or White Castle branded food stuffs in Walmart, et al. To capitalize on the "eat out @ home trend".