Stewart Butterfield Quotes

In the web products and services world, you have a real-time interaction with your customers, and then a real-time editing of how you as a company are doing.

Your most unhappy customers are your greatest source of learning.

It's so important to experience what your customers are experiencing and listen to their suggestions.

Spend a lot of time talking to customers face to face. You'd be amazed how many companies don't listen to their customers.

The only two people who can give you real feedback about your product are people who just purchased it and people who have just canceled.

We must learn what customers really want, not what they say they want or what we think they should want.

We've found that customers are very open. They'll tell you what's going on, what's working and what's not. They're looking for help.

Never stop listening to your audience.

We need to listen to consumers' needs.

I have to laugh when I receive newsletters from major personalities and when you hit reply, you get a 'do-not-reply' address. It's ridiculous! Don't you want your customers to reply to you?

User-centered design means working with your users all throughout the project.

When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brand to provide better service, customer service to do a better job, and consumers to actively show their gratitude.

By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.

I love getting consumer reports. I think it's one of my favourite things, studying what people have to say about the product and then trying to make it better.

People are fans of Dunkin' Donuts. They have a relationship with the company, they go there every day. Dunkin' Donuts is using Twitter to communicate with those people. There are people who are finding value in that. There's thousands of people, I don't know how many thousands now, following Dunkin' Donuts.

Hard numbers tell an important story; user stats and sales numbers will always be key metrics. But every day, your users are sharing a huge amount of qualitative data, too - and a lot of companies either don't know how or forget to act on it.

Customers want to talk to other customers.

Face-to-face customer feedback refines or validates every component of the startup's business model, not just the product itself.

If every customer is using your product "correctly", you'll never learn anything interesting about what to do next.

If people keep buying poorly designed products, manufacturers and designers will think they are doing the right thing and continue as usual.

When key users told us something wasn't working, we fixed it - immediately.

You'll learn more in a day talking to customers than a week of brainstorming, a month of watching competitors, or a year of market research.

Do your own market research; ask your last ten customers exactly why they bought from you.

The closer you get to your ultimate customer, the more you learn about your business.

Listen to your customers but don't (always) believe what they say-they know even less about the future than you.