- For what purpose or on what occasion do customers use a product/service?
- What do they like or dislike about a product/service? And for what reasons?
- Who is actually buying and using a particular product/service?
- When is the best time to communicate with the target customers on social media?
- Where is the best "place" to reach the target customers?
Is it that simple? Just "listen" to what customers said online, and then "respond" to what they need? Check out my reflections on #SMMW14.