Can anything really replace a good face-to-face customer meeting? — On Product Management

Recently I managed to get out for a few days to meet with some customers. I talk to customers every month, but the vast majority of those discussions are by phone/webinar. And while a fair number of those calls are informative, it’s easy to forget what you lose in a conversation, when the other person (or people) are simply disembodied voices traveling across the phone line. via Can anything really replace a good face-to-face customer meeting? — On Product Management. It's rather amazing the difference in the information transfer found in a face-to-face meeting over a phone call. I find that in-person interviews go deeper than the surface issues uncovered during a phone call. Maybe it's just easier to be open and honest with someone when you're in the same room. Or maybe as Saeed explains, "We are social creatures, but the huge irony of communication technology, and “social media” is that they claim to increase 'connection' and 'engagement' while simultaneously minimizing human contact."
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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