REWORK

Connecting with customers is part of the job. In this episode, Jason Fried and David Heinemeier Hansson share why staying close to the people who use your product still matters, even as companies scale. They touch on writing customers directly, keeping the door open after the first reply, and why real conversations beat shouting into the social media void.
Key Takeaways

00:11 – Writing customers from a real inbox
05:21 – Building real relationships with the people who use your product
11:34 – Keeping the line open after the first exchange
14:07 – Why email still feels more personal than sliding into DMs
19:29 – Getting to know who your customers actually are
21:55 – Why real human connection is still the point

Links and Resources

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