“Adrià’s idea is that if you listen to customers, what they tell you they want will be based on something they already know.
“Adrià says he doesn’t listen to customers, yet his customers are some of the most satisfied in the world.”
This is exactly what makes Apple so successful. When you have a leader that understands what customers want, even when they don’t themselves, you win. It’s understandable that most companies can’t have this type of person leading their charge, but what’s sad is most don’t even realize that which they lack.
(via Jason Kottke)
