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Your Customer Is Trying to Tell You Something. Your Metrics Can’t Hear Them.
Over the last several months, I’ve had dozens of conversations with founders, CEOs, senior operators, and investors across B2B information, marketing, and technology. A pattern keeps emerging, and it isn’t subtle once you see it: everyone agrees customers matter, and almost no one has built a system for actually hearing them.
Not customer data. Not NPS scores or retention cohorts. Actual customers: their problems, their language, their movement toward or away from your product.
When I raise it, heads nod. Everyone agrees. But agreement isn’t a system. And nodding isn’t listening.
The Customer…
The skinny
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