Chapter 2. Discovery

“The real voyage of discovery consists not in seeking new landscapes but in having new eyes.”

Marcel Proust

“All truths are easy to understand once they are discovered; the point is to discover them.”

Galileo Galilei

“Mistakes are the portals of discovery.”

James Joyce

“Think different.”

Steve Jobs

Have you ever had the chance to go on customer visits and hear customers express their ideas? In comparison, have you ever had an internal customer representative express the same customer’s ideas?

The two concepts have similarities, but often this can take on an aspect of the telephone game. This is the game where a story is told quietly to one person, and then quietly retold to the next person until it has traveled through multiple ...

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