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Metamuse Episode 54 — April 14, 2022

Support

Customer support is sometimes an afterthought for tech product companies, but it can be one of the most important parts of user experience. Mark and Adam discuss using support as a type of user interview; how to balance long-term product vision with listening to customers; and support reputations of companies like Zappos, IBM, and Comcast. Plus: the value of transparency vs why airlines conceal flight delays.

Metamuse is a podcast about tools for thought, product design & how to have good ideas.

Hosted by Mark McGranaghan and Adam Wiggins
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