You have heard that customer research is everyone’s business. Yet, few companies know how to structure a program, where employees in different roles feel empowered to do customer research and they do not know where to to begin. In this talk, I will share how you can democratize customer research within your organization, regardless of your organizational model. We will review these key things:
How to empower everyone in your org to conduct their own research
Create a culture of research and data transparency and sharing
What are the tools you can use today to democratize research
Actual examples from my experiences from Amazon, Microsoft, and Jet.com
This approach has been used to build a healthy customer centered approach to product development. Design and research programs should be built to help us to develop new rapid research methods for quicker innovation cycles.
