"if you not only know your customer really well, but ensure your customer recognizes that you know them really well, your customer will appreciate you more than the competition. This is due to my differentiation paradox: Customers often think we are different not because we are different, but because we recognize what makes them different."Tão bom, tão cheio de sumo, tão adequado a Mongo e às suas tribos apaixonadas que valorizam o sangue.
Agora imaginem o quanto é preciso conhecer os clientes-alvo para que eles reconheçam esta diferença.
Trecho retirado de "Your Most Powerful Competitive Advantage"