Today's bit of Marketing, Customer Experience, Design & Product Development advice comes from the archives of Kathy Sierra
"Your job is to anticipate... To give them what they want and/or what they need just before they have to "ask" for it - to be surprising yet self-evident at the same time. If you are too far behind, or too far ahead of them, you create problems, but if you are right with them, leading them ever so slightly, the flow of events feels natural and exciting at the same time."
- Walter Murch
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Labels: anthropology, customer experience, design thinking, insight