There is no doubt that Michael Arrington is a powerful and infamous man in the US – he rose to prominence writing the TechCrunch blog.  I don’t know him.   But I read this quote from him recently. Customer research produces bland products.  We are producing a piece of art. Why would he say this when …

“I love the platform, I think it’s amazing. It was intuitive to set up.  I ran through an introduction session with Megan and then just dived in.  I was really impressed with the way that the system integrates everything. There is the video component, you’ve got the discussion guide there that you can refer to …

There is nothing worse than being known as a number.  A patient number, a Covid jab number, a waiting queue number, a credit card number, a customer bank number, a list of numbers on a business dashboard. It feels dismissive, indifferent and lacks connection. But numbers are what most businesses use to understand their customers.  …

“I can see Hearsay being something that we include in every proposal where qualitative in-depth interviews are a requirement. It will just be part of the way we do business. Like when we run focus groups, we book a room and we organise transcription. In this case, when we are doing 1 to 1 interviews, …

(A version of this article appeared in Marketing Magazine in June 2020.  Pip has updated it some information but essentially it is still incredibly valuable a year on.) As we continue to suffer strict lockdowns in Australia and business leaders re-think their strategies, we must work out where our growth opportunities are going to come …

Pip appeared on the SHOPOLOGY podcast with Dr Jason Pallant and talked about how powerful personal conversations with customers are in an age of big data? In this episode of SHOPOLOGY, Dr Jason Pallant spoke to Pip about the power of customer conversations, and how they can add meaningful insights to other quantitative methods. Pip …

“I think the platform is great; I think it gives freedom and flexibility to a business, to utilize it however you need. It’s providing that platform, the base for you to be able to maximize customer engagement so yeah I think it’s a fabulous, fabulous tool. You can use it as much or as little …

At the beginning of June, Pip appeared on Ausbiz startup daily show.  The following article appeared on their website.  Enjoy!

Productivity is more than just using the right tools. It’s about how well you apply your knowledge to make decisions, cultivate relationships, and build a reputation. But the tools you use can still have an impact on every single aspect of your work. And when those tools are fragmented, when there are too many pieces …

Research beats assumptions, trends, and so-called best practices. The goal of customer research is to test your assumptions, not to validate your assumptions. This rule applies to potential customers too. Keep the conversation focused on them, not your product or company.  Customer research can be done at any stage in a product’s lifecycle, and the …