Rework

Connecting with customers is part of the job. In this episode, Jason Fried and David Heinemeier Hansson share why staying close to the people who use your product still matters, even as companies scale. They touch on writing customers directly, keeping the door open after the first reply, and why real conversations beat shouting into the social media void.Key Takeaways00:11 – Writing customers from a real inbox05:21 – Building real relationships with the people who use your product11:34 – Keeping the line open after the first exchange14:07 – Why email still feels more personal than sliding into DMs19:29 – Getting to know who your customers actually are21:55 – Why real human connection is still the pointLinks and ResourcesFizzy is a modern spin on kanban. Try it for free at fizzy.doRecord a video question for the podcastSign up for a 30-day free trial at Basecamp.comBooks by 37signalsHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X