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Listening to Your Users

September 18, 2008


It’s hard to overstate the value for a consumer Internet company of being closely attuned to your users.

This has been somewhat of a religious issue for the guys at Automattic.  Today I read a nice blog post from a WordPress user who gave feedback on a feature this morning and by later today got an email back informing him not just that they had received his feedback, but that the proposed improvement had already been implemented and was live across the platform.


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  1. September 19, 2008

    That’s the easy part. The hard part is listening and THEN interpreting what feedback to incorporate into your product, if at all. Product teams generally have limited resources and prioritizing is of the utmost importance. Moreover, listening and responding to everything results in confusion and featuritis. Of course, regardless of the decision to incorporate feedback directly or not at all, listening and acknowledging is key — resource intensive but the best way to build loyalty and avoid irrelevancy. Correctly interpreting what customers really want, and what truly fits best in the product is the very hard part.

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