The author of the text shares their process for staying on top of customer feedback, which involves recording and addressing issues in a systematic way. They started with a simple Google sheet but soon found it difficult to manage as their user base grew. To adapt, they set up multiple sources of feedback collection, including private Slack channels, Drift bot, Grain recordings, and email forwarding. The author uses Zapier automation to capture and route the feedback to a Coda table, which serves as their customer feedback hub. They use Linear for engineering issue tracking and follow up with customers after addressing issues. The system is designed to be flexible and scalable, and the author encourages others to share their ideas on how to stay on top of customer feedback.