How well do you know your customers?

How well do you know your customers? You might be surprised. Recently, I sat on a team of experts tasked with choosing one of three marketing brochure designs, all of them outstanding. The goal was to present a high-priced product to a very choosy audience. I had my favorite from the get go: it was everything I ever wanted in brochure: it was fun to read; informative; completely original; and so slick I would put it on my coffee table. The team all agreed: this could be the one. But for one nagging inclination: we weren

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