Putting Your Customer To Work for You (Part 2)

Customers ask me why market research based strategy and solution implementation?  The challenge facing traditional market research firms is that they only conduct market research and usually provide you with a report that collects dust.  Ultimately, a pure research firm has no skin in the game in terms of implementation.

This can happen especially with surveys since the questions you help them generate to ask usually reflect the current thinking of your company.  Your company should never ask your customers what they want, your team should use customers (put them to work) to understand what the problem is with your brand, product or service.

Customers are not going to provide the solutions; solutions need to be built by a skilled team that has a deep understanding of the problem. 

What is the best feedback you received from a customer and how did you implement a solution?