The Importance of Focusing on Outcomes

I think that if we can catch people on at roller coaster where they're emotionally high about our product or service, that's how you're going to get some of those glowing reviews. I've seen people who focused on everything a consumer needs and strategically it took the product or service or even the whole company in the wrong direction. So what I'm trying to say is it's important to have a combination of both but make sure thatyou utilize the tools that you have in order to best understand your customers so that you can build empathy with them.