You DO Talk to Customers, Don't You?

In going through some old stuff in my Outlook, I found this from Good Experience--You DO Talk to Customers, Don't You? :

"By definition, any customer experience project must involve real, live, actual customers. It's not adequate to operate solely from pre-defined rules, reams of quantitative data, or hypothetical (and fictional) stories of users. Customers themselves must be the focus of the research, and their experience on the site must be the basis of the resulting strategy."

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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