Heart and intuition
Reflecting on Steve Jobs’ legacy – his devotion to customers, not shareholders, and his ability to deliver product excellence.
Apple hasn’t optimized its organization to maximize profit. Instead, it has made the creation of value for customers its priority. Profit was viewed as necessary, but not sufficient, to justify everything Apple did.
Apple would solve problems customers didn’t know they had with products they didn’t even realize they wanted.
To deliver the ultimate customer experience requires heart and intuition …