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Shaun Smith
  • By Shaun Smith
  • Feb 22 2010

Toyota: Look who forgot the Golden Rule

Who’d have thought it could happen so quickly? From the carmaker with a reputation for manufacturing the most reliable products in the world, constantly topping JD Power customer satisfaction surveys, to the laughing stock of the industry.

From first to last

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Shaun Smith
  • By Shaun Smith
  • Feb 08 2010

Why Steve Jobs doesn’t listen to customers

Watching the launch of Apple’s iPad, I was struck by the fact that Steve Jobs famously doesn’t pay too much attention to customer research. (“We do no market research. We don’t hire consultants,” he said recently). And yet – or should that be because of – this refusal to pay much attention to what customers say they want, Apple has become the ultimate game changer.

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