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Thanks. I'm not really understanding the likes comment. What are likes in this context? I was very explicit in the post I thought providing better support would build customer relationships and improve retention, and I learned that really isn't true. Also I wrote this a couple days ago so the blog would have content and only submitted on a whim, had I known I'd get 10K views and 100 comments I would've written it more carefully


Thanks for posting this. I have experienced similar. I have found that nasty bug reports are most effective. Good data, and the people are too cheesed off/embarrassed, to follow up, after you address it. Occasionally, it can actually be turned around, and they can become evangelists.

I have integrated a simple feedback form into the app, with the option to send anonymously. That seems to help.

> had I known I'd get 10K views and 100 comments

Is that still the case, after being frontpaged on HN (but most comments are probably here)?


All comments here yeah. Almost to 11K views and there were less than 50 before I posted, with a dozen new subscribers to the blog.


I mention the value of negative feedback, here (in my own blog): https://littlegreenviper.com/the-road-most-traveled-by/#feed...

I don’t really care whether or not I get many views (spoiler: I don’t -too many words). I write for myself.


For what it's worth, I see a lot of parallels to this and IT support. I found it genuine. Cheers.


I think

> I thought ... people would appreciate this,

gets translated into "I'm only doing this so that people will star/upvote/'like and subscribe' "

"likes" -> the universal currency of internet fame




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