Many customer-facing engineers’ daily routines revolve around talking to customers and taking part in pre-sales or customer service conversations. That was my reality too back in 2015 when I started working in the software industry. There were no calls or meetings with customers where I wouldn’t hear suggestions about some…

Business transparency is not an end. It is a mean. And it’s harder than ever to consider it as just an option. Around 94% of consumers reveal that they are more likely to be loyal to a business that offers complete transparency. …

Introduction In 2018, I was heading a 15-person customer-facing team in a rapidly growing SaaS company. And just like many companies, we were struggling to scale and hire new talent. One of the company initiatives to respond to this situation was to deploy a tool to help automate part of our…

Introduction During the ’70s, Kodak was a market leader — responsible for over 90% of film and 85% of camera sales. Yet by 2012, they’d gone bankrupt! What went so badly wrong for them? 🤔 ‍ Their customers yearned for digital cameras. A Kodak engineer even invented the first one 📷 …

Introduction For an organization to be successful in the long run, it must learn to constantly identify and verify where its vision meets its customers’ needs. If you’re reading this article, you’ve probably already been convinced to check with your customers, or teammates whether your future product decisions make sense or…

“I love it when customers bombard us with obscure feature requests.” - No product manager, ever. Listen to your customers, they say. But what happens when your customers all want different things? 🗣 “Could you translate the app into Swahili?” 🤖 “Is there an integration for the billing system we’ve…

Keeping track of customers’ feedback is tough. With the rise of the internet, they now have more platforms where they can convey their opinions and ratings on your brand. You can easily overlook valuable insights and miss the opportunity to improve your business. …

No matter how you feel about customer feedback, one thing is universally true: you can’t ignore it. Whether you manage it or not, people will find a way to express their wants, needs, frustrations, and complaints. In the always-on, hyper-connected marketplace, positive feedback can spread quickly. That word-of-mouth advertising is…

Introduction It was 1989 when 2 editors of Inc. magazine, George Gendron and Bo Burlingham made the nervous drive to Palo Alto, California. Not long beforehand they’d decided on who to name as Inc.’s Entrepreneur of the Decade, and finally, they would get a chance to interview him. As they entered…