21/08/2026
Airbnb learned this early: your customers are your best research team.
In its early days, Airbnb noticed some listings weren't getting bookings. The founders investigated and discovered that poor-quality photos were affecting trust.
They improved the photography—and the experience improved.
The lesson for startups:
Don't just ask, “Do you like our product?”
Ask:
- What confused you?
- What almost stopped you?
- What did you expect?
Feedback isn't praise. It's product intelligence.
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