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Great post Sybil thanks for sharing. Chip and John raise a perennial question for all businesses, how do I find out more about my customers than anyone else, including the customers themselves! Perhaps that is why customer insight is such an elusive challenge, it really is at the heart of competitive advantage. For me the best example of the power of this understanding is Apple's success with the iPad, the product that customers did not know they needed.....
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May 17, 2011