John Caddell

For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (part 2)

by: John Caddell

Part 1 of this series can be found here.

Recapping from yesterday: companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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User Reviews of All Types Benefit Product Sales

by: John Caddell

The Economist, in its “Technology Quarterly” section this week, discusses the value of user comments, and makes some interesting points, this one in particular:

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For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (Part 1)

by: John Caddell

I touched on this topic six months ago, but I think it’s worthy of some amplification.

Companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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Ten Bucks

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Customers Are Talking - Apple Hangs up on the Wrong Customer

by: John Caddell

It’s getting harder and harder to get telephone support, especially with online products, but there are some times you need to talk to a person–you can’t find what you’re looking for in the forum, for example, or your question doesn’t fit neatly into a category.

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3rd Annual Top 5 HBR Breakthrough Ideas

by: John Caddell

… in which we winnow down Harvard Business Review’s yearly list of 20 breakthrough ideas to a manageable 5.

1. The Business of Biomimicry, by Janine M. Benyus and Gunter A.M. Pauli. Many of the most important new innovations we’ll see in 2009 and beyond will involve borrowing and inspiration from nature’s processes.

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Customers Are Talking: The Eureka Button

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Customers Are Talking: Using Reverse Logistics to Improve Products

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Grounded Qualification: an Emergent Approach to Assessing Sales Positioning

by: John Caddell

For the past eight years, I’ve worked with helping midsized IT companies sell their products into a maturing telecom market. This is so different from the earlier times of unbounded growth that it doesn’t even feel like the same industry anymore.

In the old days (i.e., before 2000), there were so many new telecom companies sprouting up that a company did not have to be a leader to be successful. They just had to be good enough.

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Customers Are Talking: You Can't Listen to Customers if You Hate Them

by: John Caddell

Every Tuesday, this space will cover "Customers Are Talking... Are You Listening?"

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