June 2012 Summaries

As a renowned university in Ireland was arguing over the label on a web form, the author realized that discussing with customers is crucial for any app owner. Talking to customers can provide valuable insights into their needs and preferences, strengthening relationships and improving products. However, communication is often done through email or mailing lists, which may not be effective due to low response rates and context issues. The ideal time to ask customers about a product is when they're actively using it, not outside of it in an inbox. A company should have someone regularly talking to their customers, who can provide feedback on what excites them, bothers them, or triggers usage, helping spot issues before they cost customers. By communicating openly and frequently with customers, companies can foster loyalty and retention, making customer communication a vital aspect of app development.