Cx

Receiving feature requests is part of running a software team. Here’s how I handle them. ...

If something in your software is confusing to a customer, it is confusing. ...

I recently learned a practice for customer communication that I’d like to document. It’s called “Hit It Twice.” ...

Me: Hey, I’m experiencing an issue with your software. Here’s a detailed bug report. SAAS Engineer: What you’re describing isn’t possible. Narrator: But it was possible. This is a frustrating, unproductive snippet of a conversation I’ve had a few times in my career. What can we learn? Treat bug reports like gold. ...