Now that we have all done it, we recognise how easy it will be to jump into our second project.  There is a realisation that listening to information from the source smashes our internal bias and creates a rich internal discussion.  I have always been told in my previous roles that ‘you are not the …

‘With the platforms we were using previously, it would have been difficult to achieve the same outcomes that we did with Hearsay. Summarising the customers’ descriptions of the brand was easy. As we had all the videos with our key statements tagged and timestamped, it was also easy to pull together a video with customer …

MBLM released the findings of their study, ‘Brand Intimacy COVID Study 2021’ that evaluated the emotional connections between customers and brands during the pandemic. For the second year in a row, Apple has ranked first as the most intimate brand during COVID-19, topping Disney, Amazon and Netflix. The study is essentially anchored in the idea …

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, …

“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 …