Jeff Lash

It was a content product, and there was the ability to buy extra modules of content besides the standard.

This customer was using that button to check and make sure that all the content they had purchased was available to them.

So their need was not jump to the end of the search results.

Their need was, I want to make sure that all the content is available.

I was able to say, oh, actually, we introduced a new feature.

Here's this page and here's this list.

And they were able to go and see, oh, yes, here's the things I've purchased and validate that they actually had access to them.

It also taught me, oh, we maybe didn't make that page prominent enough.

And so it's a great example of, it's not that the salesperson was wrong.

It's not that the customer was wrong.

It was just how they were, what they said they needed was not really fundamentally what they needed.

I think a lot of cases, it comes back to that underlying.

Very rarely have I seen a situation where what we hear from our VOC research and what we hear through sales and CSRs

know 180 degrees apart it's more like you know five percent different or you know some nuances of the difference so i think um transparency you know engaging those people in conversation sharing hey here's what i heard how's this different and then let's try to figure out it may be that again oh you're getting feedback from one segment of customers we did research with a different segment you're hearing from these personas we're hearing from different personas um and trying to figure

figure out like, where is the difference?

And if there really is a difference, then that might be where we need to do more research.

But in most cases, I found that it's usually comes down to details like that, or it's just, we're asking different questions or we're talking to different types of people.

It comes right back to the thing you mentioned earlier, which is just asking follow up questions like and and unfortunately, to your point, sometimes sales doesn't know the right follow up questions to ask.

You have to you do have to get that product person or the person from HQ to come in and say, you know, tell me more about that.

And again, I started over talking before, but it sounds a lot like the situation with your nurse's station story.