Many companies, I think of them as driftnet fishers. Figure out the one thing that you really want to do and then do it differently than others. Don't don't intellectualize what customers really want or what your distribution really want. Think of them as real people. What would a real person do? And what's your best model for what a real person would do? What would you do? No. Do you like to be fooled? It's the golden rule. Treat them as you wish you would be treated in general.

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