podcast Product Excellence product management

Drew Falkman on Listening Beyond What Customers Ask For

Jeremy Hornby

What if building what customers ask for is the reason your product is failing?

In this episode, Drew Falkman walks us through the evolution of his product discovery mindset—from sketching solutions on a whiteboard with no customer input, to learning (the hard way) why even listening too literally can lead you astray.

This one’s all about the nuance of listening—how to hear what users really need, not just what they say.

🔑 What You’ll Learn:

  • The Whiteboard Trap: Why early ideas often fail without customer validation
  • From Overconfidence to Overcorrection: How Lean Startup led to a different kind of failure
  • True Discovery: Why users often ask for the wrong thing—and how to uncover the real problem
  • Listening as a Craft: Why great PMs solve needs, not feature requests
  • Consulting Lessons: How to deliver beyond the ask using empathy and creativity

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About the Podcast:

Product Excellence: Insights from Award-Winning Leaders | Strategies for Success
“Product Excellence: Insights from Award-Winning Leaders | Strategies for Success” brings you behind the scenes with the top product management minds who have shaped some of the world’s most successful products. Each episode features award-winning product leaders sharing their real-world experiences, lessons learned, and the strategies that have driven their success. From building innovative digital products to navigating the complexities of stakeholder management, you’ll hear firsthand how these experts have achieved product excellence. Whether you’re an aspiring product manager or a seasoned leader, this podcast offers valuable insights, actionable takeaways, and inspiration to elevate your product management career.   Tune in WEEKLY to discover the key strategies that make products—and product leaders—truly exceptional.