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Hi Valeria,

Great message today! If companies put half as much effort into the pieces, parts and people that touch their consumers as they do to impress each other internally, what an incredible world we'd live (and BUY) in!

This was crystalized in my mind by Scott Lutz, a formerGeneral Mills marketing guru (Go-Gurt!) and one of my instructors in grad school at the University of St. Thomas:

Question: What is someone buying when they set out to buy a drill?

Answer: holes. (not a drill, or drill bits, or cordless v. corded, etc.).



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