Sometimes, market research seems to lead companies in the wrong direction. One famous example: Coca-Cola’s launch of New Coke. Research participants said they liked the taste better. The data backed it up. But what the company missed was the depth of emotional connection consumers had to the original – its familiarity, its identity, even its nostalgia. Within months, Coke was flooded with protests and had to reverse course. Then there’s Tropicana, which redesigned its packaging in 2009 – removing the familiar orange with a straw in favor of a more minimalist look. The response? A 20% drop in sales in just a few weeks. Not because the juice changed, but because the emotional cues customers relied on had vanished from the shelf.
But was the research wrong – or were they asking the wrong questions?
Almost every project begins with clear, focused questions. Sounds smart – however, participants frequently provide important insights about something entirely different. But if it’s not in the discussion guide, it’s often ignored.
That kind of thing happens often. For example:
- A tech client wanted customer input on a new feature, but customers said they really want the existing features to be easier to use.
- A bank wanted to learn how personal advisors could be most helpful to customers with high balances; however, the customers weren’t interested in a personal connection – they just wanted faster service and better rates.
- A food company conducted testing on different flavors of their product, but customers had greater concerns about making sure the ingredients were “clean.”
The problem is, when participants tell us what they really want, if it doesn’t fit with the research brief, their remarks are frequently treated as “off-topic.” But they have the potential to be strategic gold. They may lead to opportunities that should not be ignored.
As a result, I’ve developed what I call the “Opportunity Layer.” It’s an approach that makes sure we don’t ignore:
- What customers bring up without prompting.
- What truly matters to them, beyond the discussion guide.
How the Opportunity Layer works:
- During qualitative sessions, we make space to follow the energy, nuance, and emotions that come up, not just the guide.
- Analysis includes the stated objectives as well as the unexpected input, with the resulting report including answers to the brief as well as the Opportunity Layer – what showed up beyond the brief.
- We conduct a facilitated debrief with stakeholders to discuss results and potential strategic pivots.
Benefits for clients:
- Discover blind spots you didn’t know existed.
- Prevent initiatives built on incomplete understanding.
- Gain richer strategic perspective on customer needs and motivations.
Could the Opportunity Layer uncover strategic gold for your company? Contact me at at info at bureauwest.com and let’s discuss!
