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Stories are one of the most powerful forces of persuasion available to us, especially stories that fit in with our view of what the world should be like. Facts can be contested. Stories are far trickier. I can dismiss someone's logic, but dismissing how I feel is harder.

⇛ Maria Konnikova (Writer)
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The decision-makers should communicate the customer pictures and the logic of the strategies and actions. That communication allows employees throughout the organization to implement the strategies and actions, tweaking them appropriately in response to variations in the marketplace. It also allows employees to recognize information in the marketplace that contradicts the customer pictures, either because the pictures were not entirely correct or because customers have changed.
Barbara Bund Author
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