MEASUREMENT·What Customers Say vs What They Do·1 min read·

    Why "Everyone We Talk To Loves It" Is the Most Dangerous Sentence in Startups

    I've heard this sentence more often than almost any other in early-stage founder conversations — and it almost always precedes a difficult discovery. Not because early enthusiasm is wrong, but because the cognitive state 'everyone loves it' creates is nearly impossible to exit voluntarily. Once a founder has heard enough enthusiasm, disconfirming data gets reframed as an implementation issue, a targeting problem, or a one-off exception. The sentence is also a selection artefact: you're talking to people who said yes to a meeting. The people who find your product uncompelling never get to the calendar invite. Your dataset is missing its most valuable respondents before a single question is asked.

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