Newsletter #031 • 27 March 2019
Customer Centric
The weekly digest for the customer-obsessed
Dear Earthling,

Your mom is lying to you — and so is everybody else. 

If you think I’ve gone paranoid, ponder this for a moment. What would your mom say if you asked her for feedback? 

Well, if your mother is anything like mine, she would probably lie to you and scream at the top of her lungs, in a thick Brazilian accent, something like: MARAVILHOSA (“wonderful,” in Portuguese). 

Your customers are no different. Love you or loathe you, they won’t always give you truthful feedback. But if their opinions don’t reflect the reality of their customer experience, it’s probably because you’re not asking the right questions.

And yet, customer feedback is vital to any business. AS Brian Halligan, CEO of HubSpot, once said: "Feedback is the breakfast of champions.” If you don’t know how your customers feel, what makes them tick, or why they are frustrated, you will most likely fail. 

I’ve been wondering a lot about this at work. And as I dove deeper into the topic, I found an interesting interview on First Round Review with Slack’s first product manager on how to make a firehose of feedback useful. 

Give it a read and let me know what you (really) think. 

Happy readings,

🔖  This week's top picks 
🔥 Slack's first product manager on how to make a firehose of feedback useful
When Kenneth Berger joined Slack in June 2014, the company was at the beginning of its much-buzzed-about ascent. As its first product manager, he managed the product's functionality as it grew from 100,000 to 1M+ daily users — all within his first year. The Twittersphere’s love affair with Slack was booming, too, yielding the kind of 140-character praise companies can only dream about.

So you’d think with all indicators pointing up and to the right, Berger had a pretty easy gig. Not necessarily. Sure, it’s great to be in a place where your growth numbers consistently look good and your users are happy. But with a rapidly accelerating firehose of data, Berger needed to catch and apply meaningful feedback as it flew by. He also learned that no company can rest on its laurels, and that managing his product’s growth might just depend on going out and getting the data he didn’t already have.
🤯 Neuroscience is going to change how businesses understand their customers
Neuroscience, it turns out, can help change how companies think about new opportunities, and specifically, within the emerging field of applied neuroscience.IKEA has already used it to make decisions about its business model, and it's absolutely mind-blowing.  
👑 Candy Crush creator explains what it means to be the King of King
An interesting podcast interview with Riccardo Zacconi, an Italian entrepreneur best known as the CEO of King, the company behind the most popular game of our generation: Candy Crush Saga. 
🔮 How customer service trends are changing in 2019: Highlights from the new State of Service Report
Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth Industrial Revolution has redefined customers’ expectations to the point that 80% of them now consider their experience with a company to be as important as its products. The implications on the world of customer service is unprecedented. That's why Salesforce State of Service Report is worth reading.  
📻 How to talk to people, according to Terry Gross
It’s fair to say Terry Gross knows some things about talking to people. The host and co-executive producer of NPR’s “Fresh Air” has interviewed thousands of personalities over the course of her four-decade career. Now, the NPR host offers eight spicy tips for having better conversations.
💡 Speaking words of wisdom

Most people do not listen with the intent to understand; they listen with the intent to reply.

— Stephen R. Covey

Pssst, tweet me.
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