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Understanding customer perceptions: Part 1

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Eunice Hogeveen, MIS; Co-Founder & Partner of Innerviews Inc.

SLA’s Consulting Section of the Leadership & Management Development Division is incredibly fortunate that Eunice Hogeveen will be talking with them at the June 15th/15 Breakfast Meeting (8:00 a.m. @ Boston’s Convention Ctr Rm 252A). If you don’t have a ticket – get one. Every information professional needs to spend some time with Eunice. I’ve been lucky to know Eunice – and even luckier to have worked with her – for almost 30 years. Eunice introduced me to market segmentation; process mapping; storyboarding to test service concepts; and various ways of gaining a deep understanding of client’s information-related behaviours, preferences and applications. She’s a librarian who has been a senior manager in e-content publishing, and is co-founder and partner of a niche market research & business strategy firm focusing on Fortune 500 organizations. I continue to learn from her — about customer perceptions and beliefs, about managing a business, about thinking differently and strategically. This is the first of 2 blog posts about Eunice and the firm she co-leads, Innerviews Inc., and why information professionals need to take notice.

Me: Eunice, I met you when you were a solo librarian in a corporate library in the early 1980’s. How did you move from that career to metaphor research and business strategy?

Eunice: After receiving an MLS, my career journey began in special libraries at the Board of Trade and a major accounting and consulting firm. The era of content

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