In the early days of MapQuest, which had the largest share of online mapping services in the US (and is now second to Google Maps), the conventional wisdom was that consumers wanted to see maps of the world—but it didn’t take long to learn that they wanted directions along with maps.
Harry Selfridge coined the phrase “the customer is always right” more than a century ago.
To identify the opportunities for growth along the customer lifecycle, it is first important to understand the customer’s experience engaging with the company and its product or service.
In 1999, Sun Microsystems’ then-CEO Scott McNealy infamously declared, “You have zero privacy anyway. Get over it.”
Which person, from another field, do you think advertisers could learn most from?
