Jeff continued with four tips for staving off Day 2: “customer obsession, a skeptical view of proxies, the eager adoption of external trends, and high-velocity decision making.” Customer obsession is the key to the WTF? of delight: “Even when they don’t yet know it,” Jeff wrote, “customers want something better, and your desire to delight customers will drive you to invent on their behalf.” Whether you’re in business or public policy, don’t settle for rehashing tired solutions. Keep looking for that positive astonishment that means you’ve accomplished something wonderful for the people you
...more
