The Feature They Asked For Is Rarely the Problem They Have

A customer emails you: "Can you add an export-to-PDF button?" It's specific. It's polite. It even tells you where it should go. So you build it, ship it, and feel the small satisfaction of a request closed. Three weeks later the same customer churns — and in the exit survey they write that the product "just took too long to get anything out of."... Weiterlesen