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S1 E10 | Paradigm Shifts You Need to Become Truly Customer-Centric
The Circuit Breaker
Understanding Needs Through Articulation
People may struggle to express their desires but can often describe what they do not want, leading to a clearer understanding. For instance, simplicity might be valued over complexity even if initially deemed contradictory. Identifying the threshold where a task becomes too difficult, say beyond ten steps, is crucial. The bias to overcome is assuming comprehension solely based on familiar words. Active listening is key to truly grasping others' intentions, ensuring their needs align with the solution being provided. Conversations about fitting aspects into people's lives can be viewed as integrating into a system.
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