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The product roadmap is getting replaced by direct customer input in the AI era. jack on what changes when the product IS the conversation: "When your interface is a conversation with your customer, instead of this visual navigation, you suddenly get this amazing fidelity of, like, what do our... show more

Brian Halligan

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38,619 次观看 • 3 个月前 •via X (Twitter)

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The customer can use your product in the wrong way. That doesn't mean the customer is wrong. Our first batch of hand mixers sold out. With almost zero customer complaints. But we noticed something interesting. Many customers were using it to mix large quantities of atta. More than what the product was originally designed for. The motor would get hot and trip. Technically, that's abnormal use. But customers don't care about what's written in the manual. They care about getting the job done. So instead of telling customers to change their behavior... We changed the product: - More copper in the motor - More power - Higher temperature tolerance That's how manufacturing works. You don't wait for 100 complaints. You improve after the first signal. Every batch should be better than the last.

The customer can use your product in the wrong way. That doesn't mean the customer is wrong. Our first batch of hand mixers sold out. With almost zero customer complaints. But we noticed something interesting. Many customers were using it to mix large quantities of atta. More than what the product was originally designed for. The motor would get hot and trip. Technically, that's abnormal use. But customers don't care about what's written in the manual. They care about getting the job done. So instead of telling customers to change their behavior... We changed the product: - More copper in the motor - More power - Higher temperature tolerance That's how manufacturing works. You don't wait for 100 complaints. You improve after the first signal. Every batch should be better than the last.

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Brian Tracy on his million-dollar sales lesson: "People don't care what your product is. They don't care about you. They don't care about your company. They don't even care what the product is." What do they care about? "The only thing people care about is what this product or service does for them." Brian explains that what customers really want is a change, an improvement, or a result in their life. "15% of buying behavior is determined by the past. 85% of buying behavior is determined by the anticipated future. What is going to happen as a result of me buying?" He illustrates this with a powerful analogy: "If you are selling a tour to the Canary Islands, spend 90% of your time talking about the destination and only 10% talking about the plane that you fly to the Canary Islands in." The problem? Most salespeople do the opposite. "Customers only buy improvement. The reason they buy is that they feel that the quality and quantity of the improvement will be greater than the cost and the trouble of using it." Sell the life they want, not the thing you made.

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