decision-making
The Question Behind the Question
There is a moment in every customer interview when the person across the table stops performing their opinion and starts describing the thing that actually breaks. It is not the feature they wish existed. It is not the competitor they think you should fear. It is the gap between how the product says it works…
The Story You Tell About the Failure Is the Failure
Martin Seligman spent decades on a question that sounds too soft to matter and turns out to decide almost everything: not what happens to a person, but how they explain it to themselves an hour later. He found three dials. Is the cause permanent or passing. Is it everywhere or just here. Is it me…