Do you know what your customer actually wants?
By Maurice Smith
I once spent a fortnight in Silicon Valley being trained in strategic planning. It was a fantastic experience. We spent the first week in groups trying to invent new products and industries, a motley crew of scientists, financiers and creatives.
In the midst of the workshops, a very opinionated participant from Miami told us – not once, but twice – that there were many modern technical inventions that no one had ever asked for – the minivan and the fax machine for starters.
