Fast Company reported on Madison Reed, a hair colour company that acquired insights from watching their customers use their competitors’ products. They watched women struggling to understand the instructions to colour their hair at home all the while worried about making a mess on their hands and in their homes. From those insights they redesigned their packaging and differentiated themselves in a crowded marketplace.
What could you learn from watching your customers interact with yours or your competitors’ products or services…? Chances are you could identify areas of improvement in functionality, presentation, delivery, service, communication or follow up. No one has to know where you got the insights, not even your hairdresser ;)