# Making Customers Feel Understood Without Saying You Understand Them

Lance Dobson · Head of Marketing, Shed

Making customers feel understood without saying you understand them - YouTube

[Making customers feel understood without saying you understand them](https://www.youtube.com/watch?v=S37LtOWF3mY) [Chord Commerce](https://www.youtube-nocookie.com/channel/UCoYRjYBSmroZi_9s-7yccpw)

Chord Commerce 42 subscribers

Lance Dobson runs marketing for a healthcare-compliant telehealth brand, where privacy regulation strips away identity-based targeting entirely. His counterintuitive take: that constraint made the marketing better, not worse, forcing a return to understanding the customer's actual problem instead of leaning on an algorithm to paper over not knowing them.