Contents
Chapter 1: First, You Must Attack Market Share
Grabbing Share Is Not a Cakewalk
Chapter 2: Don't Let the Culture Embarrass You
Trends Never Sneak Up On Anybody
The Music Industry Ignored an Obvious Trend. Apple Didn't
Kodak Should Have Kept the Shutter Open
How Could They Just Stand By and Watch?
Chapter 3: They Want Customer Urgency . . . Not Customer Service
I'll Get Back to You within 24 Hours . . . or Maybe Never
I'm Your 2011 Customer. Please Listen to Me
How Will You Spot the Next Customer Revolution?
After the Experience . . . Came Empathy
Peer-to-Peer Customer Evolution You Can Control
Branding and Service: The Perfect Storm
Chapter 4: User-Generated Leadership Rocks!
When Not to Use the Crowd: Caveat Emptor Evaluatus
Asking the Crowd for Ideas Is Very Different from Asking Them to Evaluate Your Performance
Only One Question Matters . . . Really
Chapter 5: Which Trusted Advisors Will Lead the Recovery?
What Are the Admired Talents of a Trusted Advisor?
Have You Had This Facebook Conversation . . . with Yourself?
A Lesson from the Talk Show World
The False Start to a Conversation
You Can Learn Intentional Curiosity
Chapter 6: Not All Contrarian Thinkers Are Crazy
GroundLink Is a Market Reactive Company
Body Shops Are Like Wedding Planners
Demand Is Coming Back . . . and Inflation Is Tagging Along
Ultraluxury: Why Aren't You In It?
The Six Dollar Burger is Probably Too Cheap
Buy Your Competition at Garage Sale Prices
Chapter 7: To Office or Not to Office