|Your customers are trying to tell you something
But they don’t tell you much directly. Participating rather than spying on people changes the whole digging process. Give them a chance to weave a story and you’ll find out more, especially about what doesn’t work in their lives. It’s the narratives that are revealing. Finding the gaps, the disconnects, the things they keep coming back to, the things that don’t exactly make sense. Learning as much from what isn’t said as what is. When the talk doesn’t match the behavior, then you really know you’re on to something.
Point Forward’s work is often used to develop key value propositions and to populate product funnels with new ideas.
The principals of Point Forward are pioneers in creating customer insights and innovation based on ethnographic research. We thrive on crossing disciplinary boundaries, digging deep and challenging conventional wisdom.
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