CulturalKeys recommends understanding consumer behavior from multiple perspectives: the consumer, the manufacturer or provider, and other stakeholders in the supply chain.
Certain methods, when done well, can reveal inconsistencies and disconnects between corporate decision making and consumer purchases.
Observation of consumer behavior can lead to insights on product and service value
Discussions with customer care specialists (e.g., sales clerks, patient advocates) can reveal assumptions about products and services or any breakdowns in product/service delivery
Interviews with employees can shed light on corporate planning strategies and their impact on customers