Anticipate : know what your customers want before they do

Strategy: creating and destroying customer value.
Doing the right things for the wrong reasons.
Not all customers are good customers.
When customers speak who hears them?.
Input is vital but involvement multiplies the value.
It takes two.
Customer focus is a process, not an event.
Culture, the soft stuff is the hard stuff.
Managing change, performance & talent.
Leveraging your culture and value chain.