Customer Experience on Steroids - The Genius of Steve Jobs - How to Think Like a Disruptor

Dr. Mark Goulston is a #1 best selling author of seven books, former hostage negotiation trainer, speaker, trainer, coach and renowned psychiatrist. He is regarded as an internationally renowned expert in the field of empathy and listening. As a result of his rich and diverse background and experiences, Dr. Goulston increases people’s ability to get through to anyone.


As part of the Hacking Genius Series, Dr. Mark Goulston describes how when Steve Jobs visited Xerox Parc, he went from a hustler to a visionary and how Jobs and Apple have been able to carry forth the "gotta have it" experience that Jobs had to the Graphical User Interface (i.e. mouse) and cause that same customer experience in Apple customers to their new products. The real secret to Jobs being able to do this was his believing and following (without probably knowing) what French author and Nobel Prize winner, Andre Gide observed: "One does not discover new lands without consenting to lose sight of the shore for a very long time." Jobs had as much joy IN discovering new things as he had the joy OF discovering them. It was that joy IN discovery that overcame his fear of leaving what was known to him for the unknown. Unless and until companies and the departments within them do the same, they will remain stuck in their silos/paradigms looking outside only to reinforce what they already know vs. venturing into the unknown to discover the opportunities and possibilities that lay there waiting for them.