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Tag Archives: voice of the customer
#Service #Innovation: The Book
I was THRILLED when these five glossy paperbacks were delivered to my home a few weeks ago! Service Innovation, An eighteen month collaboration with three professors from the CTF Service Research Center at Karlstad University, Sweden, was now tangible. What was it like to collaborate on a book with researchers 6,691 km away? Continue reading
Posted in Co-creation or User collaboration, NSD Process, Service Design, service-dominant logic of marketing, Social Media Marketing
Tagged Anders Gustafsson, Business Expert Press, Co-creation, CTF Service Research Center, Customer Research Methods, Ethnography, focus groups, innovation, Karlstad University, Lars Witell, Per Kristensson, probe and learn, Service Innovation, voice of the customer
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Flawed Tools – Focus groups and brainstorming for ideas
The combined results of individual idea generation outperforms group methods, such as brainstorming and focus groups, in terms of the number, quality, and uniqueness of the ideas generated. Continue reading
Posted in Ideation
Tagged Abbie Griffin, avoid brainstorming, avoid focus groups, Brainstorming, focus groups, JPIM, Osburn, voice of the customer
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Facebook doesn’t listen to customers
Is it best to ignore your customers? Innovation thought leaders such as von Hippel, Utterback and then Christensen, have written about the risks of listening to customers when trying to innovate. A fellow blogger defended Facebook’s policy to ignore users … Continue reading
Posted in Customer Research Methods
Tagged Brainstorming, Christensen, contextual information, disruptive innovation, Ethnography, experiments, Facebook, focus groups, hire an anthropologist, ignore your customers, latent needs, lead users, open source, probe and learn, radical innovation, rapid prototyping, site visits, sticky information, Utterback, voice of the customer, von Hippel
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Confessions of a focus group moderator
Fifty years of research has shown that relative to simply interviewing customers 1:1, group techniques for ideation — focus groups and brainstorming — are harmful, as they: Reduce the number of ideas generated, and Reduce the quality/originality of the ideas … Continue reading
Why do you use focus groups?
As has been noted in several postings on this blog, there is overwhelming evidence that focus groups and brainstorming actually: Reduce the number of ideas generated, and Eliminate the “outliers” — the most creative ideas compared to 1:1 techniques that … Continue reading
Focus Groups, Brainstorming, and Freddy
Why won’t they die? A reader made this comment on an earlier post about group-think efforts: At a conference I recently attended, we had several brainstorming sessions devoted to finding ways to improve the grant we were all on. An … Continue reading
“Gating” Ideation?
Don’t fence me in… In this month’s issue of Visions magazine the owners of the stage-gate(R) trademark take a look at ideation. They conducted a survey to find the most used and most effective customer research methods. Few details are … Continue reading
Posted in Co-creation or User collaboration, Customer Research Methods, Ideation, Stage-Gate®
Tagged 1:1 interviews, Abbie Griffin, Cooper, Customer Research Methods, Ethnography, Ideation, innovation, John Hauser, market research, New Product Development, Stage-Gate®, VOC, voice of the customer
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“Keep the Customer at the center”
Customer immersion at P&G: “Living it” and “Working it” “We have figured out how to keep the consumer at the center of all our decisions,” Lafley writes. “As a result we don’t go far wrong.” Before, P&G would rely heavily … Continue reading
“A Fair Hearing” for customers
A proposed procedure for uncovering customer needs The press release from Strategyn breathlessly announces that an article by two of its principals in the Sloan Managment Review “renders… traditional Voice-of-the-Customer research obsolete…” http://www.businesswire.com/portal/site/home/index.jsp?epi-content=NEWS_VIEW_POPUP_TYPE&newsId=20080410005089&newsLang=en&beanID=1791428325&viewID=news_view_popup In reality their proposed procedure makes extensive use of VOC … Continue reading
ProfessorGary on Innovation and Marketing 