remember that curiosity is a muscle, you have to be willing to endure some discomfort in order to really build it. It’s hard work to maintain that beginner mindset.

Every company has these customer truths, or tension points, and you can only afford to ignore them for short windows of time before they start affecting the bottom line.

But, if you aren’t being surprised by the responses when you ask for feedback, then you aren’t being curious.

they never saw the disruption coming because they lost touch with their customers

That’s why presenting a problem without some kind of a tested solution inside of a big organization is a recipe for delay.”

pay for what we were offering, but finding out what else we could offer to address those tension points, the frustrations they had with their current limitations.”

“It’s all about ‘actionable data’, Kelsey. We need to give them information they can act on.” And by actionable, what she meant was information that didn’t challenge their thinking too much. She meant data that confirmed they already had the right answer and were on the right path.

While Kelsey would have thought the answer would have been to directly face down all of these problems, the “young adults” seemed to want to do the opposite—they wanted to plan and forecast, to look past immediate problems into the future.

“Just remember, you can’t fix all of it. Customers are going to tell you all kinds of problems. Your job is to decide where to focus. That’s Essential Curiosity Question #2: Are you Focused on the Right Things?