From a case study of a high end restaurant.

The case also highlights the distinction between understanding and listening to customers. "AdriĆ 's idea is that if you listen to customers, what they tell you they want will be based on something they already know," Norton observes. "If I like a good steak, you can serve that to me, and I'll enjoy it. But it will never be a once-in-a-lifetime experience. To create those experiences, you almost can't listen to the customer."


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26 November 2009