Picked up How Customers Think by Gerald Zaltman for a little light beach reading…uh, no.  Interesting stuff though.  And it has so much to do with everything we’re trying to do.  Basic premise?  Lack of awareness of how customers really

Consumer-Centric vs. Firm-Centric

In the global transition from boilerplate and off-the-shelf to personalized and custom-to-the-need, the pivot point is "firm-centric" vs. "consumer-centric" (For our purposes, let’s call it "customer-centric" so we can debug the negative connotation of "consumer.").  One important element of the