Your Customers Hate You (And Other Lies)
summary
Argues that customer complaints are gold rather than hate, with concrete practices: use NPS for signal (Evernote averages ~9.5), treat each bug report as a multiplier of unseen users (one reporter → ~10k affected on big apps), reproduce issues yourself, publish clear release notes, run a community forum to offload support, enforce the 30-second rule before replying, and ship easy fixes like allow color scheme changes when metrics show sudden drops. Examples include John Deere design failures, Zappos-style proactive refunds, and Amazon’s 24/7 support.
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chapters (4)
- 0:00Start
- 12:12LIE 4 Customer Service is a waste of time.
- 17:1469% of Millennials say they feel good about a company when they can solve problems themselves.
- 39:20Build genuine, caring relationships with customers
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