Tal Raviv: belief

Transcript context

…And that second example, is there anything that triggered that recognition or is it just people sitting around being like, "Oh, what about this?" Because the first example, you had a great point where customers were telling you this isn't necessarily what they want, and you're like, "No, no, no, you're going to do great. Trust us, it's going to be really good for you." But there's feedback, at least, in the safety examples or something that's like ... What I'm asking about is how can people develop the skill? I love this advice. I think that intuition came from spending time in the customer community and support tickets and just noticing smaller versions of that that people have feedback on. And you kind of start to see what our customers, at the time, what they would tend to, what their suspicions always were. They're very trigger-happy to blame the company for XYZ, and if you see enough raw data from customers or if you get on a customer call and they mention nickel and diming and all these things, you start to understand this is the target persona. This is how they think. This is what they're sensitive to. It's interesting because at Airbnb there was a lot of that, a lot of hosts being really upset about changes constantly. Everything that changed there. And usually the changes are to help the business in some way, help the guests in many ways, and it's always this balance of we got to do this. This is just the future. Is there anything there, just real quick, of just learning when we got to do this anyway, even though they're going to be versus like, "Oh, [inaudible 00:50:12] let's roll this back."…

Stored transcript either side of the excerpt. The highlighted words are the published quote; the surrounding text is unedited source, never generated.