Category: Customer Research

Has Crowdsourcing Gone Too Far?

A minor league baseball team is letting fans pick its new name. Where is the line between using informed judgment to make solid, on-strategy decisions, and just opening the proverbial office door to say “Hey customer, you decide.”

June 14, 2016
Shake My Head Marketing (Automation Run Amok)

Beware the unintended consequences of marketing automation gone awry. Even one or two misdirected emails has the potential to threaten the customer experience and brand goodwill that your company has worked so hard to build.

December 15, 2015
Turn Customer Listening into Learning and Go-To-Market Action

Why is Hostess Brands getting into bread? They listened carefully to customers and realized there was a business opportunity.

September 29, 2015