Bored of eating your own dogfood? Try smelling your own farts
5 hours ago
- #dogfooding
- #empathy
- #customer service
- The author recounts a frustrating experience calling a large company's customer service, highlighting poor call handling and reliance on AI.
- Criticism of the company's lack of 'dogfooding'—using their own products to understand customer experience.
- Suggestion that companies should have executives experience difficult customer journeys firsthand to foster empathy.
- Positive example given of a startup where senior leadership personally reached out to understand cancellation reasons, showing genuine concern and self-awareness.
- Argument that direct exposure to customer frustrations is necessary for meaningful improvements in service and product quality.