You've spent years with your customers. You can describe them in detail, and the product is built for them.
That understanding rarely makes it all the way down. By the time it reaches the ad, the page or the pitch, it has passed through a deck, a brief and a few handoffs, and the team doing the work fills the gaps with a guess. Not because they don't care, but because the customer never reached them whole.
Then the reports come back up: clicks, reach, rankings. They tell you what the teams did. They don't tell you how your customers see you, or what changed.


