Phil Libin

Customer feedback is great for telling you what you did wrong. It’s terrible at telling you what you should do next.

Phil Libin

There are many types of customer feedback, but it’s useful to group them into three main categories: complaints, suggestions, and compliments. Usually, it will feel as though the categories are complaints, complaints, and complaints.

Complaints are great; the more detailed, the better. They tell us where our product or overall experience is failing. Plus, they are the easiest form of feedback to get. No training or … [ Read more ]

Why I Love My Angriest Customers

Complaints are super helpful. Suggestions? Not so much.

Phil Libin

When I was just getting started as a CEO, I had a stupid way of thinking about employees. I thought that I was pretty good at doing a large number of things and I could do most of my employees’ jobs better than they could. And I was probably right. After all, why would anyone really great want to work for that kind of boss? … [ Read more ]