Stop Talking to Customers and Start Listening to People by Archie Miller
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The latest product process fad is talking to at least x-number of customers per week. Taken at face value, “talking to a customer” is pointless for two important reasons. First, you shouldn’t talk, you should listen. Second, “customer” is a business term that creates an “us versus them” mindset. How do we build a bridge of empathy?
