Hotel Innovation in focus

Avoiding group think from focus groups

It should not be a surprise to readers of this blog that innovators in hotel service find focus groups and surveys “unreliable” and suggest actually observing customers using the services instead:

http://www.hotelschool.cornell.edu/research/chr/events/roundtables/service.html

This entry was posted in Customer Research Methods, experiential innovation and tagged , , , , , , , , . Bookmark the permalink.

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