Tuesday, October 17, 2006

Generating Customer Insight

In a previous post said something like "insight equals value", and then "but how do you create insight". I think the question is important to everyone that works with customers because it is at these points of interaction that we gain important insights into customer behaviour. The ever excellent Dave Pollard has an posting today on How Knowledge Drives Innovation The upshot of his piece (I think) is that generating the capability to develop insight is a management commitment to deep interaction with customers. This interaction style can be developed within the context of the type of relationship they have with you and your company. How have you reached out to customers and asked them to comment on your service or product? Have you thought about how you could change the very nature of your product or serivce so that this feedback loop is part of the product or service consumption experience?

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