Prioritization template · 1 min read

ZEBRA Effect: When Confidence Outruns Customer Evidence

Criteria

Zero Evidence But Really Arrogant—a person considering them-self an expert really knowing the customer but doesn’t have any facts to back them up.

Results:

• Ignored data and customer opinions.

• Pseudo expert decisions about customer needs.

How to handle:

1. Support each decision with real data.

2. Involve everybody in the discussions and collect opinions.

3. Focus on customer opinions and core values.

Learn More: Original Article