One of my favorite “old man” stories to tell my kids is about the computer science department at my university. I’m not really that old, but I am old enough that I remember watching CS majors in the computer lab using the dot matrix printers to print out their coding assignments. (I am old enough that I didn’t have my own computer in college, but then again I was a history major so as long as I had books and pen and paper I was well equipped for my classes.) The campus computer labs had the 3.5” disk drives. When I moved out of the dorms the only internet I could get at my place was dialup.
At this point I can hear my kids groaning and telling me to “get off the lawn” so I’ll come to the point. Most of the things I do in my work each day were not only unavailable when I was in school, they weren’t even a concept. The cloud? 😂 Software as a Service? 🤣 In my day, sonny, software came in an actual box!
The internet has changed everything in a short time. It’s important to remember that. Your customers are running up against these changes and looking for tools to help them. That’s probably why they found your product. You need to talk to your customers so that you understand what they need and why. Listen to them and explain how you can help.
When we have conversations with customers we’ll know their needs and wants much better than we ever will through post-purchase surveys, NPS scores, or exit questions. Actual conversations give more insight than in-app tracking or heat maps. It’s sometimes hard, but talking to your customers will tell you so much that you didn’t realize and will make your entire business better as a result.