Schafer: Direct Customer Responses Convert Angry Users Into Supporters
Tim Schafer · a16z Podcast | Tech Trends Changing Gaming · Jan 2, 2019 · at 28:41
Tim Schafer, founder of game studio Double Fine Productions, describes how listening and responding directly to critical game players defuses anger.
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“Sometimes you'll have the angriest person in the world write your meanest letter, and then you'll just say, oh, oh, I'm sorry you had that issue. Let me try and get that in our bug tracking system. They're like, I can't believe you answered. They're so happy. That you just listen to them.”
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