Your customer expectations are important for you to know. The perceived expectations about your product or service need to be understood to really understand the customer. You cannot take it easy. Perception matters. Reality and the customer experience is shaped by perception.
We don’t take time to judge things, events, and people. We often do snap judgments. Even before we comment, judgment is formed in our mind. It is evolutionary and not necessarily rational.
So we live in a world shaped more by perception and less by reality. Especially when the time taken to comprehend faster and bigger load of information is lesser and reducing attention span. It flips our understanding of reality.
Our brains respond faster to stories than to data. Perception is created by stories. Reality is hard data.
We love drama than data.