sexta-feira, abril 12, 2019

O que dizem e o que fazem



O amigo @pauloperes mandou-me este artigo "Why did Shoes of Prey fail? Because it listened to customers":
"Shoe retailer Shoes of Prey toppled over like Bambi in heels last week. And no wonder, because according to chief executive officer Michael Fox, the founders trusted what their customers told them.
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In outlining the reasons Shoes of Prey failed, Fox pointed to a yawning gap between customer intent and actual behaviour: “While our mass market customer told us they wanted to customise …what they were consciously telling us and what they subconsciously wanted … were effectively polar opposites.”"
O artigo fez-me recordar vários postais ao longo dos anos sobre o tema:

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