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I'll give him credit that he has a coherent vision and is able to clearly articulate it.
It's the comments about how he deals with feedback that concern me. We don't want to please the world, only our customers? Fair enough, but are your customers happy with the direction so far? What feedback channels do you choose to listen to? For example, bpost has your most loyal and passionate customers and I think at least half (being charitable, I know it's more) are very angry about the design direction. And then the thing about not attending focus groups - so why even have them, then? The summary reports are not fully effective at capturing the degree and the context behind the stuff that makes their way to summary reports - imho as a marketer.
It just smacks of selective hearing to me.
And then a question that I'd be interested in seeing him explain - what's the marketing brief on the "elegant creator" and "expressive performer"? How does he define those segments?
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