Anticipate Everything,
by Denny Hatch & Don Jackson 

Please your customers by knowing what they’ll appreciate before they know it. Win over new customers by accurately anticipating your competitor’s service capabilities and strategies, and then beating them to the punch. There’s not a market leader in any business that can keep its position by being complacent. Look ahead, to see what your customers will want in the future. Then plan a strategy to deliver it to them before anyone else in the market place.