A series of heart shaped papers containing the voices of team members who participated in voice of the customer (VoC) research.

What Teams Appreciate About ‘VoC’ Research

How do you establish shared, customer-centric motivation in your teams? Group IQ is the ability of teams to perform well.  Groups with high emotional intelligence outperform those with high cognitive abilities (Goleman). Harmonious groups try harder and pull together.  Shared motivation provides the ‘pull’ in the same direction.  So how do leaders establish shared, customer-centric […]

JEM 9 Marketing Consultancy Capturing Voice Of Customer Listening Sculpture

Capturing Voice of Customer

Whether you are working on the fuzzy-front end of product or service development,  developing customer personas to better target your marketing communications or diving into customer experience, doing voice of the customer market research typically means sitting down with customers,  listening and capturing their ideas. So how do you get set up for success when collecting […]

Inspiration and A Check list for Selecting Customers in Understanding Customers

Customer Selection In Market Research

The following checklists consider; which customers to include when conducting market research, and how to decide which customers to involve in your learning. Voice of the customer, face to face usability testing, customer persona development and customer journey mapping development are some of the examples where these customer selection lists are useful.

How To Conduct Qualitative Face To Face Usability - On Moz by Jane Morgan of JEM 9 Marketing Consultancy

How To Do Face To Face Usability Testing

Some product development team think usability testing a waste of time.  But never after they’ve done it. Other product research methods are about ‘how many’ or ‘desirable features’ but usability tests if your offer meets users’ needs.  Doing usability ‘face to face’ gives an unparalleled opportunity to understand ‘why’ customers are doing what they do.