Many companies are seeded from the same basic concept: customers have a problem to be solved and the people on the Product team know how to solve it. This customer-centric approach is what gives a product much-needed early traction, helps build a loyal community, and lets customer-and-company alike feel as though they are moving in the same direction.
As a company matures, however, the distance between the Customers and the Product team can begin to grow: it's no longer engineers jumping on Zoom calls with customers, it's a Support Team translating issues into a ticketing system which the engineers will then consume weeks later in an adjacent vacuum. This gap - this layer of abstraction - can create a breakdown in customer empathy and can quickly lead your Product teams astray.
This week on the show, the crew talks about their own experience dealing with customers. And, how hard it can be to manage expectations in either direction, whether it be the little customer with the "high urgency" tickets; or, the lone engineer who's super excited to build a custom feature even if it's not on the Product roadmap. None of it is easy; and, the less communication we have with our customers, the harder it seems to become.
All that and more on the Working Code podcast:
... featuring these beautiful, beautiful people:
- Adam Tuttle → Website, Twitter, LinkedIn
- Carol Hamilton → Twitter, LinkedIn
- Tim Cunningham → Twitter, LinkedIn
- Ben Nadel (that's me) → Website, Twitter, LinkedIn
With audio editing and engineering by ZCross Media.
For the full show notes and links, visit the episode page. And, be sure to follow the show and come chat with us on Discord! Our website is workingcode.dev and we're @WorkingCodePod on Twitter and Instagram. New episodes drop weekly on Wednesday.