Jerry Chen: Track Customer Complaints as a Positive Metric of User Engagement
Jerry Chen · Let Fires Burn (with Gixo's Selina Tobaccowala) · Mar 31, 2023 · at 29:25
Jerry Chen was not on this episode. A recording of them was played into it, so these are their words but not an appearance on Masters of Scale. It still counts as said, and it is kept out of every score on their page.
Jerry Chen, partner at Greylock and former VP at VMware, discusses how product teams should interpret incoming bugs and user complaints.
0:00 / 0:18exact quote · 18.9s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“The worst thing is you launch a product and no one cares or notices. And if you had sales reps complain or customers file bugs against it, then two things. One, you're releasing while you're so embarrassed, a la your role, and B, people only complain when they care, right? And so I always say as a metric, you know, how many complaints did we get?”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →