There’s nothing wrong with asking former customers why they dropped your service. But this research can’t substitute for in-depth interaction with customers (and non-customers).
Newsletters tagged "Front end of product development"
Volume 16, #3, May 2018
How Comcast might have kept my business, and how you can learn to keep your customers
Volume 15, #8, November 2017
How Intuit’s practices have helped it outlive competitors
Intuit has been exceptionally successful over the last several decades. But the exceptional thing about Intuit is that it doesn’t have to be exceptional. There’s no reason why your company can’t adopt the customer-related practices that have made Intuit a standout.
Volume 15, #6, August 2017
What product developers can learn from major league pitchers
Fall is a glorious time for baseball fans, with the regular season wrapping up in September and a month of post-season play in October. But every season is high-stakes season for product developers, who need to deliver consistently or risk disappointing customers and falling behind competitors. We offer some lessons that the product development world can take from baseball.
Volume 14, #5, August 2016
Emotion as a key to creating change
It’s no longer headline news that emotion plays a role in decision making, even in business. How can you take advantage of this fact to help people in your organization understand customers at a deep, intuitive level?
Volume 14, #3, April 2016
Three essential questions to answer before you dive into VOC
Just as your house sale may fall flat if you don’t replace the ratty carpet before showing it to prospective buyers, or you risk pulling a hamstring if you take off at a sprint before warming up, you can sabotage your VOC success if you don’t do at least a little preparation. Once you can answer three fairly straightforward questions about your market, the customer data you collect will become much more useful for product definition.
Volume 14, #1, January 2016
Identifying customers for VOC work
It’s great to be single-minded in your search for customers to participate in VOC for front-end development work. But first you have to know where to look.
Volume 13, #4, August 2015
Watch what can happen when you give your market research organization a seat at the innovation table
You probably have a good idea about what makes product development innovative. You may already have a plan to create a culture of innovation in your development organization. But are you overlooking a key part of the business that could contribute substantially to product development innovation?
Volume 12, #7, November 2014
Expand your ideas about how to collaborate, empathize, and innovate
The biggest payoff in product design lies not in solving a known problem in a new way, but in discovering a completely new problem. Design thinking can be a great tool in that regard, but sometimes you need to extend your view a bit.
Volume 12, #6, September 2014
Alignment For Long-Term Success
Faster, better, and cheaper only matter if all of the elements of your business are heading in the right direction.
Volume 12, #4, June 2014
Eight excuses companies make for not exploring customer needs up front
Research into the psychology of excuses hypothesizes that one reason individuals rationalize behavior is to make themselves feel okay. Companies--or the people within them--do the same thing.