Fadell: Stated customer feedback often contradicts actual retail purchasing behavior
Tony Fadell · Tony Fadell: Product Marketing Lessons I Learned from Steve Jobs | 20VC #884 · 20VC with Harry Stebbings · Jun 6, 2022 · at 9:04
Tony Fadell, former SVP of Apple's iPod division and Nest founder, discusses the limitations of rational survey framing versus point-of-sale customer psychology.
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“So you can't always just trust what the customer says because What happens is our framing of it, you know, when we're asking them, we're asking the questions come with all the other, oh, well, if you bought it would be like this, and this, and then here's the counts. Like we gave them the review, so to speak, but they don't get that when they're in the store, they just get the gut reaction, right? They go, oh, I want that. Right. So, you know, it's now, and it's not always so easy to know what is, is what a customer says, what they really want versus, you know, what they'll, well, what they say they want versus what they actually do.”
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