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The single best feature in any software …

… is a company that talks to their customers, asks what they want, and implements it.

We love:

  • Central Desktop: I love that Isaac Garcia, Arnulf Hsu, and Dustin Turner will get on the phone and debate pros and cons of new features with us. We do it all the time, and what we ask for gets implemented amazingly fast. 
  • RegOnline: CEO Attila Safari asks what we like, and everyone is always happy to help us try something new. 
  • FreshBooks: Saul Colt lives online and makes people happy all day long.  He knows what we want.

So many giant software companies spend a fortune in research, when they could get better information from a few phone calls.

Lesson:  How much time do your senior people spend talking to real customers?  If you aren’t doing it, your competitors are.

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  1. Ian Sweeney July 3, 2008 at 10:42 am #

    I whole-heartedly agree. Freshbooks in particular have a customer centric ethic we aspire to. One challenge is customer dont always want to engage. I suppose thats a function of all the bad customer service we all get. Anyway, we’re doing our best to build trust so that customers will honor us with their feedback

  2. Saul Colt July 4, 2008 at 11:20 am #

    I am honored and proud to be included in this post!
    Thanks for noticing
    Saul Colt
    Head of Magic

  3. tia August 10, 2008 at 3:01 pm #

    Howdy Andy!
    Thanks for saying such wonderful things about Central Desktop (Isaac, Arnulf, and Dustin)! Allow me to quickly introduce myself. My name’s Tia and I am the Community Manager @ Central Desktop. I thought you may want to know that CD is now on Facebook, Myspace and Twitter.
    …check us out when you have a moment…
    Also, if you have any questions or concerns please feel free to email me.

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