Archives for September 2014

This week, we’re taking a look at the differences between free and paying customers. Should we treat them all the same? Or is it okay to give perks to the paying ones?

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

• Trello Support Specialist
• Working with Feature Request Emails (where we tackled free vs paying a little)

This week’s shoutouts

• Carolyn – My Stroke of Insight
• Chase L. – Twitterrific
• Chase C. – Kindle

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

This week, we’re talking about ticket priority levels. Buffer tried letting customers prioritize themselves back in June. We’ll see how that turned out and if we should all be doing that.

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

• Buffer Customer Researcher
• What Happened When We Let Buffer Customers Prioritize Themselves
• On Offering Premium Support
• Working with Feature Request Emails (where we tackled free vs paying a little)
• Let us know what you think about next week’s topic.

This week’s shoutouts

• Carolyn – Reflector for Mac
• Jeff – The Obvious, the Easy, and the Possible
• Chase C. – Happy Endings

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

This week, we’re talking about customer pain points. We know that feeling the customers’ pain helps us. But how can we make sure everyone feels that pain rather than just the support team?

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

• Start With No
• Hey, Designers: Stop Trying To Be So Damned Clever
• Micah Bennett on Twitter
• GitHub Issues
• Trello
• Basecamp
• Jeff Reads Things and Stuff
• Let us know what you think about next week’s topic.

This week’s shoutouts

• Micah – Breevy
• Jeff – Wisdom 2.0 Conference
• Chase C. – CloudApp

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

This week’s show is all about feature requests. Those emails can be kind of tricky. You have to say no a lot but do so in a way that doesn’t come across as a total bummer for your customers.

What’s your best practices around feature requests from customers?

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

• WordPress Trac
• “Your company should be customer inspired, not customer driven.”
• Jeff Reads Things and Stuff
• Let us know what you think about next week’s topic.

This week’s shoutouts

• Chase L. – Apple’s September 9th Event 
• Jeff – This is Your Life
• Chase C. – Customer Support Tools 

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.