The need for emotional connection isn't limited to consumer products. All software is used by humans whose expectations are set by the best B2C experiences. Even enterprise products must honor user emotions to succeed, a concept termed 'Business to Human'.

The most effective first step to improve developer experience (DevEx) is not building automation or buying tools. Instead, conduct a 'listening tour' with developers about their daily friction. This uncovers high-impact, low-lift opportunities that premature solutions often miss.

A platform's immediate user is the developer. However, to demonstrate true value, you must also understand and solve for the developer's end customer. This "two-hop" thinking is essential for connecting platform work to tangible business outcomes, not just internal technical improvements.

Vercel COO Jean Grosser's litmus test for a great salesperson is that engineers shouldn't be able to tell they aren't a PM for at least 10 minutes. This requires deep product knowledge, enabling sales to act as an R&D function by translating customer feedback into valuable product signals.

Engineering often defaults to a 'project mindset,' focusing on churning out features and measuring velocity. True alignment with product requires a 'product mindset,' which prioritizes understanding the customer and tracking the value being delivered, not just the output.

While customer experience (CX) focuses on smooth transactions, customer intimacy builds deep, lasting loyalty by fostering closeness. This is achieved through empathetic actions in "moments that matter," creating powerful brand stories that resonate more than any marketing campaign.

To move from engineering to product, don't just ask for the role. Proactively demonstrate PM skills by systemizing learnings from customer interactions. Starting an internal 'customer insight newsletter' based on your debugging work proves your value and builds an undeniable case for the transition.

To get product management buy-in for technical initiatives like refactoring or scaling, engineering leadership is responsible for translating the work into clear business or customer value. Instead of just stating the technical need, explain how it enables faster feature development or access to a larger customer base.

A failure to show basic courtesy, like tilting an umbrella for someone on a sidewalk, is analogous to inconsiderate product design. Most products are oblivious to their user's experience. Building with genuine empathy and consideration is a powerful, rare competitive advantage that fosters emotional connection and advocacy.