Customer obsession begins with owning the customer’s problem

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as Quicken, QuickBooks, and TurboTax.As we briefly chatted, I mentioned that I was a Quicken user. Cook’s eyes narrowed as he leaned toward me. “Really?” he said. “What can we do better?”It’s been over two decades since that encounter, but the exchange has always stuck wi