The Tech Industry Has Stopped Building Things Customers Want

🌈 Abstract

The article discusses the author's perspective on the current state of the technology industry, particularly the disconnect between technology companies and their customers. The author argues that technology has lost its luster and appeal, with consumers becoming increasingly jaded and disinterested in the latest gadgets and software platforms. The article explores several reasons for this, including the tech industry's failure to listen to and address customer needs, the over-reliance on trends and hype, and the disconnect between the tech industry and the non-tech user.

🙋 Q&A

[01] The Disconnect Between Tech Companies and Customers

1. What are the key reasons the author believes the tech industry has lost touch with its customers?

• The tech industry has become more focused on following trends and hype rather than addressing customer needs and pain points.
• Tech companies have been slow to hire people with the skills and experience to translate customer problems into effective solutions.
• The tech industry has a tendency to provide more choices rather than helping customers make confident decisions.
• The tech industry has overpromised and under-delivered on emerging technologies like GenAI, eroding customer trust.

2. How does the author view the role of the customer in technology development?

• The author believes customers often focus on the symptoms of their problems rather than the underlying causes, and that tech companies need to take a more proactive, doctor-like approach to understanding and solving customer issues.
• The author argues that while listening to customers is important, tech companies should not simply do whatever the customer says, as customers don't always know what they truly need.

3. What does the author see as the key to long-term success in the tech industry?

• The author believes that "boring" trends that seamlessly integrate technology into people's lives, rather than flashy, over-hyped technologies, are the key to long-term success.
• The author argues that tech companies need to focus on providing benefits to all users, both tech-savvy and non-tech-savvy, in order to regain customer trust and enthusiasm.

[02] The Changing Landscape of Technology Adoption

1. How does the author view the historical progression of technology adoption?

• The author notes that in the past, technology was primarily produced and used by tech-savvy individuals, but over time, technology has become more ubiquitous and necessary for everyday life, even for non-tech-savvy users.

2. What does the author see as the current challenge for the tech industry in serving both tech-savvy and non-tech-savvy users?

• The author argues that the tech industry has historically had a disdain for non-tech-savvy users, but that this is no longer sustainable as every user is now both a tech user and a non-tech user.
• The author believes that until the tech industry figures out how to effectively serve and sell to all types of users, the current "mass malaise" will continue.