I had the unusual experience last night of being a participant in a focus group. This was unusual for me because I am always the moderator. From that vantage point I saw the limitations of qualitative (and really, quantitative, too) research firsthand.

The primary, unavoidable obstacle to insight, as I experienced it last night, is the internal struggle of the respondent to be truthful…not because they are inherently false or intentionally trying to deceive, but because it’s nearly impossible for the average person – even the rare extraordinary person – to answer consistently over time from one point of view. This is what I’ll call “the multiplicity of I’s” problem. Continue Reading »

I’ve been working closely with FlatRate Moving(TM) since February. They just launched their new website and are implementing some radical customer service tools; bringing truth to their professed role as innovators in the world of moving. It’s been an honor and inspiration to witness firsthand the results of their efforts to be true to who they are and what they do. Continue Reading »