Why does everyone ignore negative reviews when building buyer personas?

I was pulling data for a client in Austin last week and 60% of their worst reviews pointed to the same feature gap they never mention in their ads. How do you get stakeholders to look at complaints as research instead of just noise?

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mason3612mo ago

Man, this is the same thing that happens with restaurants when people only read the good Yelp reviews and then show up shocked the wait is an hour. Complaints are basically free market research, but folks treat them like personal attacks instead of data.

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