1. Do you really understand your customers?
'We've given up trying to understand our customers and it's cut a lot of cost and complexity from our business'. For me, this rather flippant remark over lunch, from a board director of one of the UK's most successful retailers, was something of an epiphany. No, this was not a blockheaded statement of deliberate ignorance - a prelude to certain commercial disaster. Rather, for me, it opened the door to a new way of thinking about consumer understanding. The whole way we think about, and 'do', consumer understanding today stems from the early origins of mark...
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