The Limits of Market-Research Methods
Alison Dumas talks in this article about the oxymoron of the commonly used market research method “participant observation.” She drives home the idea that people today are more and more telling what other’s want to hear. This presents a huge problem for those who are trying to truly get to the bottom of one’s behavior. Even though focus groups, she argues are effective to a certain point, in order to truly understand a culture or a person, one must observe them throughout every minute of the day. Even then, she says, there is a huge problem. We stop. We stop after we’ve (market researchers) have recorded habits and trends, and that is a huge downfall. She continues to say that “Cultures need prodding to reveal themselves, and it’s not the type of prodding typically found in the moderators’ guides, where the goal is to get the consumer to answer our questions.” Enter, participation. Skilled participation is the “other half” without each other, neither, in her opinion would work.
Rather than sitting around and having a facilitator ask monotonous questions, trying to find an answer very simple questions that likely will provide no insight, it is important to find a “code”. Marketing guru, Clotaire Rapaille has long understood this problem. It doesn’t matter what people necessarily say. People are so savvy these days that verbal cues are most often always misleading. Rapaille, in an effort to break through this clutter, cracks the “culture code.” To Rapaille, there is a code for everything. Here is an excerpt from Rapaille’s Culture Code:
“I structured a three-hour session with each of the groups. In the first hour, I took on the persona of a visitor from another planet, someone who had never seen coffee before and had no idea how one “used” it. I asked for help understanding the product, believing their descriptions would give me insight into what they thought of it.
In the next hour, I had them sit on the floor like elementary school children and use scissors and a pile of magazines to make a collage of words about coffee. The goal here was to get them to tell me stories with these words that would offer me further clues.
In the third hour, I had participants lie on the floor with pillows. There was some hesitation among members of every group, but I convinced them I wasn’t entirely out of my mind. I put on soothing music and asked the participants to relax. What I was doing was calming their active brain waves, getting them to that tranquil point just before sleep. When they reached this state, I took them on a journey back from their adulthood, past their teenage years, to a time when they were very young. Once they arrived, I asked them to think again about coffee and to recall their earliest memory of it, the first time they consciously experienced it and, if it was different, their most significant memory of it.”
These are not usual focus groups, and it is because like Dumas, Rapaille understands that studying that pairing this very important observations method with the skilled participation is the recipe for success. Rapaille takes this understanding a step further to break the “code” to reach a certain culture.