The Real Reason Customers Don’t Use Your Product

You built what your customers asked for… but they don’t use it. Why?

👉 In this video, I reveal the real reason customers ignore your product, and it’s not because of bad code, poor design, or missing features. It’s because most teams never reach the hidden level of listening that uncovers what users actually need.

You’ll discover the five levels of listening that every product manager, founder, and developer must master to avoid wasted features and failed launches. I’ll share a client case study where listening beyond the words saved 80 people over 60+ hours every single month.

If you want to stop guessing what your customers want and start building products they’ll actually love using, this is for you.

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📌 Ready to go deeper? Check out my User Requirements Course here: https://www.whatisscrum.org/user-requirements-course/

Timestamps:
0:00 – Why customers don’t use your product
0:41 – Level 1: Waiting Mode
0:59 – Level 2: Half Listening
1:19 – Level 3: Active Understanding
1:37 – Level 4: Reading Emotions
1:57 – Level 5: Hearing What’s Not Said
2:17 – Client example: solving the *real* problem
3:16 – Challenge for your next customer conversation

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p.s.

It's strange when product features go unused after launch, despite months of development based on customer requests. This happens because teams aren't using active listening to gather proper customer feedback, leading to wasted resources. Improve customer retention and ensure business success by truly understanding user behavior to gain real customer insights, and utilize these marketing tips to guide development.