You’ve got to start with the customer experience and work backwards to the technology. You can’t start with the technology.Steve Jobs
H/T Dave Trott
Tag: empathy
Focus on the now, and on helping customers worry less
“Why do young men fight in battles? Is it for the long-term future of the country? Is it for the greater glory of your country? Is it for great ideas, like democracy? No, they care about their mates. Their immediate small group – their squad – and not letting them down. That’s why young men and women are prepared to do extraordinary things in battle…
You won’t get people to think about their future concerns – help them to think about their current concerns. Go for the immediate stuff that’s right in front of regular folk … Think about how you can help them worry less about them, give easily achievable goals and bring them on the journey with you”
Jon Leach, strategist (quoted by APG)
Understanding human needs is half the job of meeting them
Adlai E Jr Stevenson, American Diplomat
Do we know what drives our customers?
“Nothing is so powerful as an insight into human nature, what compulsions drive a man, what instincts dominate his action, even though his language so often camouflages what really motivates him. For if you know these things about a man you can touch him at the core of his being.”
Bill Bernbach, advertising legend
There is only one space that matters [in communications]. The space between the customer’s ears
Sir John Hegarty, advertising legend
I’m not in the business of selling houses. I’m in the business of delivering dreams, shaped as houses.
Phil Dumphy, Modern Family
If you wish to persuade me, you must think my thoughts, feel my feelings, and speak my words.
Marcus Tullius Cicero, renowned Roman Senator and orator
The essential difference between emotion and reason is that emotion leads to action, while reason leads to conclusions.
Donald B. Calne, renowned neurologist
“The secret really is observation … observe what is going on … try and figure out how people are thinking. Try and determine their day. Then people will understand [what you’re saying]”
Sam Cooke, when asked the secret of his inspiration and huge success in songwriting
The mind is like a parachute, it has to be open to work.
Frank Zappa, musician and composer
