Believe Quote by Barbara Bund
“Often, very talented technical people find it extraordinarily difficult to take the viewpoint of customers, who are often ignorant about the technology and who may have strong and perhaps incorrect prejudices about it. The technical people may believe, deep down, that they know better what customers "should" need. Customers, of course, have a different perspective. They want products that will solve customer problems and provide other customer benefits, and will do so without undue risk or cost. Not infrequently, customers view advanced technology itself as a risk.”
About This Quote
Source Interview: Technology and Customer Perspective, 2020
Technical experts often struggle to see from the customer's viewpoint, leading to misaligned products.
In simple terms: Tech people find it hard to think like customers.
Key Takeaway
Practice empathy and seek customer feedback.
Themes
empathy
communication
product design
Mood
concerned
analytical
Type
practical
motivational
When to use this quote
- product development
- marketing
- customer support
- training sessions
Key Concepts
user experience
bias
customer insight
Questions to Reflect On
- How can engineers better understand customer needs?
- What methods improve perspective taking?
A Different Perspective
Technical bias may overlook innovative solutions.
