Des Traynor

Intercom.io

Des is a co-founder and COO of Intercom, a CRM and messaging tool designed from the ground up for SaaS products.

Des regularly writes and speaks on topics such as User Experience, Customer Acquisition & Retention for start-ups, and the Business of Web Software.

You can find his writing on the Intercom blog, and follow him on Twitter as @destraynor

Talk

They’re all just perspectives!

Here’s the thing, Henry Ford never said that “faster horses” quote. Nor did he actually ask his customers. Nor would they have asked for Faster Horses in the first place, they would have asked for cheaper cars, which funnily enough is what he brought to the market. Pretty shaky theory to base decades of business strategy on, eh? What customers want is Just One Perspective™. Data and A/B tests are Just Another Perspective™. None are ‘right’, none are ‘wrong’. Let’s stop demonizing some and deifying others and accept that we work in an industry of multiple perspectives.