You win by caring

You win by caring.

By caring more than anyone else about a specific group of people.

You care by listening.

You care by understanding.

That’s when you start to hear it.

• “Wow. No one has ever asked me that.”
• “I’ve never felt so seen before.”
• “You just get it.”

That’s how you win.

It doesn’t matter if there are incumbents. When they no longer care, the door is open. Once you care enough to truly understand your users, that’s when you’ll know how to delight them.

My last business was eclipsed by competitors who cared more about our users than we did. And we cared a lot, but ultimately not as much as they did.

You have to care deeply.

Unreasonably.

Every day.

That’s how you win.