by: John Caddell
We're talking about how to gather information from customers to drive innovation. Most companies have "voice of the customer" programs, but few know how to extract quality information from those programs. It takes asking the right questions, and removing ambiguity from the answers. In the podcast, Tony states that it's wrong to assume that users can't tell us what they want; instead, the problem is that "companies don't know how to listen to customers."
You can access the podcast here.
Here are links to companies, people, etc., mentioned in the podcast: