Tag Archives: Cornell

Hotel Innovation in focus

Avoiding group think from focus groups It should not be a surprise to readers of this blog that innovators in hotel service find focus groups and surveys “unreliable” and suggest actually observing customers using the services instead: http://www.hotelschool.cornell.edu/research/chr/events/roundtables/service.html

Posted in Customer Research Methods, experiential innovation | Tagged , , , , , , , , | Leave a comment