Jeff Lash

Everyone's trying to get things done.

And really, truly being voice of customer centric and letting your customer help supersede a lot of that is a huge mindset change.

Whereas everyone thinks it's like, oh, the process doesn't work.

We've got all these...

We can't get the, you guys can't listen.

You can't hear, you can't set priorities quarterly.

It's tough to set priorities quarterly, right?

When everyone's fighting fires every day, getting calls from the CEO's kids telling you they didn't like something and you need to change it.

Yeah, and a lot of times that voice of the customer can be the great equalizer.

So I'll give you one example.

Well, to think of two examples, one where I worked on the product actually when I was in a UX role years ago, another where I was advising a company.

So when I was in a product, I was in a product in a UX role years ago and working with a product manager who had a very, very specific opinion about how the product should work.

This opinion was not based on any data or facts.

It was just based on that person's opinion.

And they were a bright, successful person at the company.

So, of course, they think like, oh, well, I have this opinion.

It's right.

So rather than arguing with them and tell them why they're wrong, I went out and we did a bunch of research and came back with some data.

And then we did more research and I brought that person along with me.

be, right?