Author Archive: Susan Abbott
About Susan Abbott
Susan Abbott is a qualitative researcher, facilitator and consultant specializing in customer experience. She helps organizations discover insights, design innovative solutions, and deliver results. Prior to starting Abbott Research + Consulting, Susan was a vice-president of TD Bank Financial Group, one of North America’s leading banks. She has an MBA from Ivey Business School, holds the CMRP research designation, and is on the board of the Qualitative Research Consultants Association (QRCA). She speaks and writes frequently on topics related to insight and innovation, publishes the CustomerCrossroads [www.customercrossroads.com] blog, and is author of The Innovative Organization, published by Schulich School of Business. Her preferred transportation when the weather is good is a Dragon Red Vespa 150S. She can be reached at susan@abbottresearch.com.New tools and how to use them: The SmartPen
Friday, July 29, 2011, 6:13 am No CommentsThe project: B2B innovation. The method: on-site ethnography. The tool: a smart-pen. Simple, easy, unobtrusive. Continue reading
Don’t Blame The Focus Group For Leaders’ Shortcomings
Wednesday, March 9, 2011, 8:56 am 1 CommentIn an age of hyper-competition in virtually every industry, and rising consumer expectations, it seems curious that anyone would be criticized for listening to their customers. But even as the exhortations to be customer focused have grown louder, one of the key tools for good listening – the focus group – regularly comes under criticism. Continue reading
