Is customer shadowing right for your business?

Lately businesses have started a trend of shadowing their customers to know their problems and how their solutions meet the needs of the customers.

  1. Turbotax employees shadowed self employed to find their difficulties in tracking and logging expenses.
  2. P&G closely observed household behaviors to guide their future investments.

Might your business benefit from shadowing your customers? If it is a lifestyle related product that cannot be captured by your simulated lab setting or a persona, then yes.