As one, he says surveys are 100% useless, which is not entirely correct (there is a time/place for them). Second, he says customer interviews must be face to f

As one, he says surveys are 100% useless, which is not entirely correct (there is a time/place for them). Second, he says customer interviews must be face to face to be valuable. That is patently false, and even dangerous. In a face to face setting many people feel social pressure to conform and there is a strong interviewer bias. A mix of in-person and online methods is essential to get an unbiased read. I’m on vacation right now, otherwise I’d spend the timing outlining my many criticisms of the book...