1.    What information gathering techniques were described in your article?  Be specific and describe how information was gathered.

2.    Describe any organizational examples highlighted in your article.  How did they use the information gathered?  What changes did they make based on what they learned from their customers?  Be specific with your examples.

3.    What is your opinion of the information gathering techniques used?  Why did they work or what are the challenges?  Also, what generalizations or key ideas can you draw from these readings?  (Be detailed here I want more than just a slogan.)