Every customer support forum and blog has at least one post talking about the importance of ‘knowing’ the target customer. This is one of those well established cliche-stereotypes that David Foster Wallace points out in Infinite Jest – we talk about them so much because they happen to be true. The only question is, how true? Is ‘knowing’ your customer really enough? Cadbury’s knows that its...
Why just 'knowing' your customer is not enough
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