You Sleep When You Die

Your customers must drive your quality. The second you stop listening to them, you become vulnerable. You don’t need to build a fancy contest to get your customers to help you improve quality. What you do have to do, though, is build listening to the customer into your organization.

In hockey, when you score three goals in a single game, they call that a “hat trick.” It’s pretty tough to do. For south Florida hockey fans it’s time to celebrate a very special player who just scored a “hat trick plus one.”

Today, as we pause to honor Dr. King’s work, I think we should remember what kind of guy he really was. He was someone who challenged you. He challenged you to participate in the solutions you wanted to see in your own life, in your own community, and in your country … no matter who you were or what you were facing.

Penn State’s next head coach must, before anything else, be person of character. Bobby Stoops of Oklahoma comes to mind. So does John Wooden, the legendary UCLA basketball coach. You can’t picture either of those coaches turning a blind eye to his obligations the way Paterno did. Are coaches like that easy to find?

Consumer insights are all about what consumers are already using. Consumer vision is all about what they’re going to use next…Brilliance is being able to see what others don’t know they need.