I consistently get push-back from teams when I encourage them to solve for only a subset of people. I explain to them that if they want to really delight someone, they need to focus. That if you try to solve for everyone, you end up making choices that make it non-optimal for anyone. The experience for customers is like the difference between getting a gift that is absolutely perfect for you ("you know me so well! This is perfect! Wow!") and one that could work for anyone ("oh, how nice").
One of my colleagues just pointed me to a rather old video that I think I can use to help make my case:
What do you think?
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