Understanding customers’ needs in a converging world

A major challenge for technology makers is the fusion of what were once distinct product types into new, hybrid categories. Not that this is especially new – all in one printing, copying, scanning and fax machine devices have been around for fifteen years and RS has been doing a lot of customer research around these devices – as much now as in the late 1990s.

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Poo!

Yes, on the RS Consulting blog we normally try to steer away from the scatological, but today the Government has launched a campaign to make us all a little less inhibited about discussing our number 2s.  The NHS is trying to give us a not so gentle ‘nudge’ to open up about our bowel movements, at least to our GPs.

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No Contact?

I listened with interest to the Futures Company at the Financial Services Forum when they told us the new ‘Millennium Generation’ (18 – 31 yr olds) expect a seamless transition between communication channels. The Millenium Generation expect access to service at their convenience any time, any place, anywhere and seem to be more optimistic and trustful of financial service suppliers.

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