Elena Verna
Watch What They Do, Not What They Say
Inspired by Elena Verna episode
Elena watches behavior, not profiles. Terms page visits predict buyers. Your kid says "fine." Their actions say otherwise.
Elena ignores what users say and watches what they do. Someone viewing your terms-of-use page three times? Enterprise buyer doing due diligence. Admin switch in the account? Something's happening. Behavioral signals beat demographics.
Your kid "loves" preschool. Says so with the enthusiasm of someone trying to convince themselves. Meanwhile: getting dressed now takes 40 minutes, backup stuffed animals are suddenly required, and they're asking if you'll "stay for a little bit" at drop-off. You're reasoning with someone who last week sprinted to the door.
The transition already started. You just didn't see the admin switch. New kid took their cubby? Teacher change? They have no words for it, but the usage data is screaming. Ask what's different—not "what's wrong" which gets you "nothing." "I noticed Bear comes to school now. He never used to." They'll tell you about the loud kid at circle time. The behavioral signal was filing reports. You were just reading the wrong metrics.
