Question Your Customers – REWORK

Ever filled out a customer survey? For this conversation, Jason Fried and David Heinemeier Hansson, co-founders of 37signals, share their approach to gathering customer feedback. They discuss the timing and frequency of feedback requests, the power of open-ended questions, and how to transform customer language into effective marketing.


*Key Takeaways*

00:37 - A single open-ended question can reveal a wealth of valuable insights

05:51 - Listen for the language customers use in their feedback for possible marketing opportunities

08:42 - Form questions and answer fields that allow customers to use their own words to express what they think

14:18 - Focus on organic feedback rather than quantitative metrics


*Links and Resources*

Customer feedback on basecamp.com - https://basecamp.com/customers

Books by 37signals - https://37signals.com/books

Sign up for a 30-day free trial at Basecamp.com 

Once. com – https://once.com/

Campfire – https://once.com/campfire

HEY – https://www.hey.com/

The REWORK podcast – https://37signals.com/podcast/


*Let's be social!*

Twitter/X: https://x.com/37signals
Instagram: https://www.instagram.com/37signalshq/
Newsletter: https://www.basecamp.com/newsletter

Rework is a production of 37signals. You can find show notes and transcripts on our website. Full video episodes are available on YouTube and X.

If you have a question for Jason or David about a better way to work and run your business, leave us a voicemail at 708-628-7850 or email, and we might answer it on a future episode.