BLOG
On turning the voice of the consumer into action
Writing on market intelligence, e-commerce and content strategy.
PRODUCT & INNOVATION
How Customer Reviews Reach Product Decisions
Customer reviews usually reach product teams as anecdotes, not as evidence. We look at how to tell a one-off review from a repeated signal and how to turn a finding into work a team can review.
E-COMMERCE
Why a Marketplace Star Rating Doesn't Tell the Whole Story
A star average rolls very different causes into a single number. We look at how to read reviews by product, topic and period to find out why a rating dropped.