Author: Gilbert Russell

In the early 2000s, researchers in the psychology department at the University of Texas at Austin asked people to predict their romantic partners’ like or dislike of 37 different activities. The partners were correct only 29 percent of the time, but—interestingly—they believed they were right an average of 80.5 percent of the time! We barely know our partners. What are the chances that we know our customers any better? Knowing our customers matters: Our stores grow and thrive if we stock the products they love, and will be more profitable if we give them an experience that leaves them completely…

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