Tag Archives: customer karma

The Customer Karma® book is at the final phases of its production.  The cover design is done. Now it is left to the publishers to do their share to make the book look good so that I can get the book in your hands. As I look back and relive every moment I spent writing […]

Over the years of consumer research, I have learned that the customers cannot always give you the right answer when you: ASK THEM THE WRONG QUESTION: If you ask the customer the wrong question, the customer will answer the question truthfully; but the answer you get may mislead you. Here is an example: Most retail […]

Happy New Year everyone! I hope you and family had an amazing holiday. Now that the holidays are behind us, you may be reflecting on the stress of the last minute shopping in December and then the anxiety of returns in January.  You will realize that retail brands have not wasted a moment and have […]

In the last blog, I talked about the power of customer observation. This time, let me switch gears and talk about the power of conversation with customers. The power of conversation is based on the following three key learning: CUSTOMERS CAN REACT TO A PRODUCT OFFERING, BUT THEY CANNOT DESIGN NEW PRODUCTS FOR A BRAND. […]

Do consumers lie to mislead you?  I was told they do not.  Then help me understand what was wrong with the following picture when I was working for a bagel restaurant chain. 65% of customers stated that they wanted to try specialty bagel and flavored cream cheese. 55% of customers stated that they do not […]

The underlying lesson in my experience in pizza marketing is about paying attention to the details and not being scared to challenge existing ways of thinking.  Let us start by talking about cheese pulls. We know not all cheese pulls are created equal, but let’s dig a little deeper.  The goal of the cheese pull […]